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Avril Owton, "Delighting Your Customers (Business on a Shoestring)"

Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, and reaching customers is a big challenge for small companies. This book offers you advice on key issues such as: understanding your customers, creating a customer service strategy, hiring the left people, setting up and implementing complaint processes, and adding a personal touch.

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