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This video focuses on the gap between performance requirements and performance delivery, and, if there is a gap between the two, how to close it.

Four key factors your organisation needs to get right to please and retain your customers; your core and ancillary services, and your standards and targets

When the customer has a complaint, you need a way of having a first response that's helpful and reassuring; this three step process will help you achieve this...

There are a number of styles available to managers - so how do you decide which one to choose for any given situation? This pod explains the three key factors that together, are likely to determine you management style.

Whatever the provocation, you own your response. So the difference is mainly in your response, which you can do something about....