For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer

The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been f

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management

The new, 2nd edition of the Key Account Manager's Pocketbook gives practical advice on how to keep and develop important customers, thereby maximising ongoing r

Sixty practical suggestions for reducing absenteeism are detailed in this title, followed by a look at the legal aspects of employment and advice on how to intr