Customer Care will help you understand why caring for your customers is so important; how you can improve the service you offer and, ultimately, contribute to achieving organisational excellence. Clear, practical guidance is given on how to: _ Focus on your customers and the services you provide -- both internal and external. _ Identify your real customer needs and how best to meet them. _ Find out what ...
Traditional directive training and the handling of group sessions can often stifle initiative and spontaneous responses to change. Dynamic organisations now recognize that facilitative approaches tap into reserves of experience and potential, empowering individuals and groups to take responsibility for their own learning and achievements. This practical book looks at the role, skills and processes of group facilitation.