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The things they say...

There's High Street Gift Vouchers for the senders of the best anecdotes and jokes -- why not send yours to the Editor now?  See end for details. Here is the latest selection...and our thanks go to the senders.

Handling complaints

Some complaints are inevitable. Our two experts explain how your staff can turn them into satisfying and memorable encounters for your customers. And we feature some practical dos and don'ts.
Customer relationship management

Choosing a CRM package involves some tricky decisions...and can be costly if you get it wrong. Here, you will learn all you need to know before you make your choice