Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business.This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organisation. How, in a word, to become a business where every customer's need is not just provided for but anticipated.

Customer Relationship Management

Roberts-Phelps, Graham

McGraw-Hill/Higher Education

With this book at your disposal, you'll have a collection of 50 instant, flexible and enjoyable solutions to draw on, to wake everyone up and get them taking part. Most of the Brain Teasers require no more than a flip-chart or OHP to run. And because they need only a few moments' preparation you can plan them into your sessions in advance, or simply introduce them to fill any gaps, help raise energy levels or signal a change of direction. Whatever the audience you're working with, this collection is guaranteed to get their attention.

50 Brain-Teasers: For Meetings, Presentations & Training Sessions

McDougall, Anne

Business & Money

Gower Pub.Co.

A collection of 50 exercises, activities and games making active use of the flip chart. The exercises aim to engage the imagination and the visual sense of the participants and can be run in 15 to 20 minutes, making them suitable for short meetings or extended training activity.

Flip Chart Games for Trainers

Management & Leadership

One of a series of ten health and safety workbooks. This title covers the COSHH regulations, hazards and risks, assessing harmful substances, and flammable and explosive substances. It also includes a learning review.

Hazardous Substances

- Understanding safety law- Workplace safety awareness- How to improve your safety rating- The cost of safety- Learning review.If you want your people to be aware of, and follow, health and safety best practice you need to keep reminding them. Familiarity breeds contempt and there will always be the temptation to cut corners ... which can be fatal.This series of ten workbooks provides health and safety awareness and training where it's most needed - in the workplace. The workbooks are divided into 20-minute sections, each one providing basic facts and figures, checklists, techniques, ideas and information. The assignments, exercises and case studies test and reinforce understanding and knowledge, and help put the learning into perspective.The workbooks can be used before, during or after any health and safety course and provide guidance for the trainer or manager on their use in a training session, or for self-study.Any organization keen to assume its legal responsibilities for staff welfare and to encourage good health and safety awareness and behaviour will find these workbooks an authoritative, practical, and low-cost aid for its managers and staff.

Safety at Work

The success of a business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book aims to help businesses reach that goal. It is a practical guide to measuring customer satisfaction.

How to Measure Customer Satisfaction

Politics & Social Sciences

Brierley, John

Hill BSC, Nigel

Macdougall, Rob

Social Sciences

Gower Publishing Company

How, as a health and safety trainer, do you keep your training sessions fresh and enjoyable, and your delegates involved? 
If this is a question that you regularly ask yourself, then you'll welcome this new collection of nearly 100 games, quizzes and exercises. The manual covers every aspect of health and safety at work, including: safety awareness; managing safely; office safety; first aid; display screen equipment; risk assessment; environmental awareness; safe manual handling; fire safety; personal protective equipment, and hazardous substances. 
The collection includes: 
* true/false quizzes * knowledge tests * self-assessment questionnaires * workplace assessment questionnaires * safety icebreakers * group energisers * safety case studies and discussion groups * crosswords and word search puzzles. 
You'll find each of the exercises easy and simple to run, which means you can slip them into safety team meetings, or use them to help change the pace, or introduce or close a subject during a longer session. They focus on generic skills and knowledge, and are consequently ready-to-use or easily adapted to the specifics of your own organization. And all of them have been devised, developed and tested by the author during safety skills training courses. 
Health and Safety Games for Trainers provides anyone involved in safety training with a compendium of ideas and material that will save you considerable time, increase the impact of your session and get your delegates active and involved.

Health and Safety Games for Trainers

Human Resources

This collection of nearly 100 games, quizzes and exercises is intended to keep health and safety training sessions fresh and enjoyable. The manual covers every aspect of health and safety at work, including awareness, first aid, risk assessment and hazardous substances.

Think back to some of the meetings you’ve been to or maybe you’ve chaired in the last three months. How many of them left you feeling that you didn’t want to be there ... maybe nor did anybody else? We rely so heavily on meetings to communicate with one another, resolve problems, share ideas, negotiate deals and yet when they don’t work, they can be worse than useless. Stop taking unproductive meetings for granted! 50 Ways to Liven Up Your Meetings is a proven collection of techniques, activities and games that you can use in any meeting to help: ¢ Raise the energy levels of everyone involved and bring the meeting alive - from the start or when people start to flag; ¢ Enable the different people in the group to communicate and work with each other more effectively; ¢ Tackle problems in the group methodically but creatively; and ¢ Focus on the outcomes of the meeting that you want to achieve and make them happen. Each of the 50 Ways is clearly signposted and simply described, which means that you can prepare yourself in advance of a meeting and introduce an exercise or a technique, if and when you need it, with a minimum of fuss. The majority of the exercises are equally suited as planned structured interventions that you introduce as part of an ongoing programme for improving regular meetings such as team meetings, project group meetings or problem-solving sessions. The collection is very varied, to give you the widest possible ’toolkit’ of solutions and includes brain teasers and lateral thinking exercises, humorous interludes, ways of introducing a new group or of creating rapport and techniques for analysing data or action planning. There are tools that focus on the way the group is working during the meeting, as well as techniques for tackling the content - for helping to generate new ways of looking at a problem if you get stuck. 50 Ways to Liven Up Your Meetings will help you to inject variety, fun and increased professionalism int

50 Ways to Liven Up Your Meetings

Routledge

Customer Relationship Management: How to Turn a Good Business into a Great One!

Thorogood

See the best price to sell, buy, or rent books by Roberts-Phelps, Graham. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Roberts-Phelps, Graham

See the best price to sell, buy, or rent books by Roberts-Phelps, Graham. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Relationship Management

50 Brain-Teasers: For Meetings, Presentations & Training Sessions

Flip Chart Games for Trainers

Hazardous Substances

Safety at Work

How to Measure Customer Satisfaction

Health and Safety Games for Trainers

Health and Safety Games for Trainers

50 Ways to Liven Up Your Meetings

Customer Relationship Management: How to Turn a Good Business into a Great One!