Melanie Allen

Gareth Lewis

Institute of Management (Great Britain)

Objectives ¦ by the end of this workbook you should be able to: · Understand your customers: who they are and what they need · Understand the relationship between price, cost and value · Manage your customers so that they return · Plan operational activities to meet customer requirements. *Identifying and meeting the requirements of internal and external customers and suppliers *Techniques for effective market research *Handling customer contact *Assuring quality dialogue through soft and hard skills

Institute of Management (Great Britain)

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