This is a manual offering step-by-step guidance backed by charts, diagrams and checklists. It should help the reader establish customer orientation as a core value, set and achieve quality management processes, instigate and act on customer feedback, develop a better understanding of how marketing and customer management work in local government, know how to develop a customer management strategy, understand why staff have a key role to play in making the customer care culture happen, use customer-led business planning systems effectively, communicate effectively with the public, involve efficient customer participation, review and improve performance, know the customer's rights. The book is aimed at chief executives, corporate planning officers, principal officers, senior officers and middle managers, senior marketing and PR officers.