LAMSIG newsletter issue 45

THE NEWSLETTER OF THE LEADERSHIP & MANAGEMENT SPECIAL INTEREST GROUP
March 2014 Issue 45

Special Issue on Customer Service
02 Customer service in ELT: then and now George Pickering
05 Perspectives on service in ELT operations John Walker
10 Blueprinting the EFL service provision John Walker
16 How to delight your customers George Pickering
20 Client care Paul Menniss
24 Developing and applying a customer relationship management model Rachel Wikaksono
29 “Customer care” is old hat Liam Brown