If you ask people what the biggest challenge is in their job it is
often handling difficult customers. In the charitable sector,
whether the customer is a beneficiary or a benefactor, as in any
other 'business' the successful management of customers can make or
break an organisation. This book is designed to give such
organizations simple templates and tools which they can use with
very little training experience. It also serves as a refresher for
those who have undergone trainer training. It is essential reading
for everyone who interfaces with customers and for CEOs and
managers for whom happy customers are critical to the performance
of their organisation. The book is designed so that you can dip
into individual chapters if you know where you need help, or, you
can treat it as a short course in designing and delivering
training.
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