This handbook, enlarged for the second edition, contains all the main symbols used in the Church with notes on their origin, meaning and colouring. The book includes a section on the saints, which includes brief biographical details.
Positive Service Gets Positive Results— Every Time!
Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today’s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-you activists—and send your business spiraling.
The Customer Signs Your Paycheck reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You’ll learn:
The 10 commandments for customer relations
Eight habits to help you get ahead
The easiest way to handle customer complaints
A simple method for remembering names
You’ll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.
Why drive customers to the competition? It really is easy to provide superb service, even when dealing with today’s highly empowered and demanding customer.
Handbook of Signs & Symptoms, 5th Edition
The newly updated Handbook of Signs & Symptoms, 5e proves it is still the must-have clinical nursing tool for improving patient safety, by increasing assessment accuracy. Quick-scan entries from A to Z offer the on-the-spot answers you need for more than 500 signs and symptoms, covering definitions, causes, patient history, exams, diagnostics, and interventions. Save time and increase your assessment confidence: Reach for this crucial guide!
Improve patient safety with . . .
• NEW signs and symptoms related to emerging diseases and disorders, including avian influenza, respiratory syncytial virus, Kawasaki disease, and the currently epidemic metabolic syndrome
• NEW appendix provides definitions and common causes of 250 less-familiar or nonspecific signs and symptoms
• NEW techniques for evoking patient responses
• NEW pediatric, psychiatric, and nail and tongue signs
• NEW focus on obtaining health history needed for comprehensive, reliable documentation
• Quick-reference A to Z format arms you with assessment guidance for 530 signs and symptoms6
• Convenient carry-it-with-you [or keep-it-handy] size
• Up-to-date methods for determining each sign or symptom’s identity, cause, and nursing implications
• Description of sign or symptom is followed by:
o History and physical examination – Guidelines for detailed history and exam: what to ask, what to examine, and how
o Emergency interventions – Life-, limb-, and organ-threatening signs and symptoms, with recommended nursing interventions
o Medical causes – Differential diagnosis: common causative diseases and disorders related to each sign and symptom, and subtle indicators that keep assessments on track
o Other causes – Medications and herbal remedies associated with each complaint o Special considerations – Patient positioning to ease comfort; preparation for diagnostic testing; reducing anxiety; signs of complications
o Patient counseling – Patient teaching for comfort and safety; explaining causes, treatment, and possible outcomes; providing support referrals
o Pediatric pointers, Geriatric pointers, and Gender cues – Age and gender issues affecting sign and symptom’s presentation, detection, and interpretation
• Charts help differentiate among a sign or symptom"s multiple causes, and differences among similar signs and symptoms
• Tables on signs and symptoms relating to bioterrorism agents and herbal remedies