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Customer Care
book

Customer Care

by Pat Gannon-Leary, Michael McCarthy
March 2010
Intermediate to advanced
262 pages
5h 59m
English
Chandos Publishing
Content preview from Customer Care
14

Conclusion

Four short words sum up what has lifted most successful individuals above the crowd: ‘a little bit more’. They did all that was expected of them, and a little bit more. (A. Lou Vickery)

Plenary

You have now seen how the course could be run in a variety of formats, over one or two days, either consecutive or delivered over subsequent weeks. It can also be tailored to the specific needs of the participants, depending on whether they are work teams or cross-functional staff. As the facilitators grow more confident, they will see how they can adopt a pick-and-mix approach to the material. You will find that many of the exercises are work-related, drawing on the participants’ knowledge and experience so that, in effect, you and ...

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Publisher Resources

ISBN: 9781843345701