2

The introduction

We naturally admire the wisdom and good judgment of those who come to us for advice… (Anon)

An intelligent person not only knows how to accept advice, but also how to reject it. (Anon)

Aims

The aims of the introduction are as follows:

image to introduce course members and facilitator(s);

image to express any concerns about the course, and create a climate for learning;

image to understand the aims and structure of the customer care programme; ...

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