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|All Authors / Contributors:||
Henry Benedict Tam
|Description:||vii, 144 pages : illustrations ; 30 cm|
|Contents:||The basis of customer management; why customer management in local government?; developing a customer management strategy; establishing customer orientation as a core value; customer care and staff; customer-led business planning; quality management process; public information; customer feedback; customer participation; performance review; from customer care to customer rights.|