Aimed at any company seeking to develop or maintain an effective customer care programme, this text provides a framework for building customer responsiveness into the day-to-day routines of business, while drawing on the experiences, both positive and negative, of a wide range of companies.

Shows how to plan, organise and run a conference for any situation. This book offers advice on identifying the target audience; setting achievable conference objectives; selecting and briefing speakers; marketing the event; getting the logistics right; organising conference documentation; on-the-spot administration of the conference; and others.

Part of a series of concise management pocketbooks, this book addresses the key area of team management. It provides advice on how to build and manage a winning team. It provides practical guidance on how to match the right individuals to the right team roles, how to get people to work together as teams, and how to lead and inspire your teams.