Issue 6 – September 2011

Inside this issue:

·  The Volcanic Ash Cloud in June 2011 caused chaos around Australia for air travellers. Some useful observations about customers and how airline staff handled the complaints can be found in this newsletter.

Click to view PCM Newsletter September 2011

Issue 4 – March 2011

Inside this issue:

·  Providing customer service is no longer a value added extra;
·  Trait, skills and behaviour for the new emerging manager in aged and community care;

Click to view PCM Newsletter March 2011