Corporate governance handbook - Principles and practice (Paperback, 2nd ed)

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In today's competitive markets and in an environment that is focused firmly on customers, it is the quality of the service provided that often makes the difference between success and failure. An essential skill, needed by individuals in all types of organisations and at all levels, is being able to ensure that all potential or occasional customers are turned into loyal long-term customers or positive external advocates for the organisation. This informative, text will provide the reader with the critical skills needed to achieve superior levels of customer service, to ensure that customers become and/or remain loyal to your organisation.