Martin, William B. <br/><br/>
Quality customer service 

 - 3rd ed. 
 - Menlo ParkUS  Crisp Pub.  1993 
 - vi, 89 p. 
<br/><br/> Presents four steps to quality customer service and four reasons for its importance.  Explains how to identify and provide for customers' needs; how to handle complaints and difficult customers; and how to ensure that customers return. 
<br/><br/><label>Universal Decimal Class. No.: </label>LRC 12.04.01 M3835