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Product Description: Refreshingly short, readable and entertaining, this book will help managers improve the service they provide to customers (or to the public) AND reduce costs, improve performance and boost staff morale. The Need for Change first diagnoses four rapidly growing problems which - although not new - are almost certain to be unsettling your organisation in some way: The rise of the 'complaint culture'; The growing risk of 'reputation exposure'; Declining staff morale; The growing demand for instant gratification...read more

Paperback:

9781908009746 | Triarchy Pr, December 31, 2012, cover price $14.00 | About this edition: Refreshingly short, readable and entertaining, this book will help managers improve the service they provide to customers (or to the public) AND reduce costs, improve performance and boost staff morale.

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