Instant Manager: Getting Results

Bernice Walmsley is trained in psychology and specialises in business, management, careers, education and self-help. She has written many successful books on a wide range of topics. The Chartered Management Institute is the only chartered professional body that is dedicated to management and leadership. They are committed to raising the performance of business by championing management and to ensuring managers have the confidence and knowledge to do their job to the best of their ability, to equip them with the necessary skills to deal with the challenges and decisions they face throughout their career and to realise the full potential of managers and their organisations.

• : Foreword (by CMI): Chapter 1-Introduction: Chapter 2-How can you manage processes and projects to get results?: Chapter 3-Who are your customers?: Chapter 4-Why is good customer service important?: Chapter 5-Do you have customer service problems?: Chapter 6-How can you improve customer service?: Chapter 7-How can you be sure customers are satisfied?: Chapter 8-Why does quality matter?: Chapter 9-Have you got the right product or service?: Chapter 10-What does it take to generate sales?: Chapter 11-How can you improve performance in your organisation?: Chapter 12-The Companion Interview: Ruth Spellman CBE on getting results: Further information and reading