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.

About the Author
The author is a highly regarded trainer, coach, NLP facilitator and learning designer. She is the author of Speed Read: Time Management (ISBN 978 1 906294 22 9) and Speed Read: Difficult Customers (ISBN 978 1 906294 12 0). She delivers workshops and training programmes in sales skills, personal and interpersonal skills in both the not-for-profit and the private sector.


Book Information
ISBN 9781906294212
Author Grainne Ridge
Format Paperback
Page Count 32
Imprint Directory of Social Change
Publisher Directory of Social Change