TY  - BOOK
AU  - Martin, William B.
TI  - Quality customer service
PY  - 1993///
CY  - Menlo ParkUS
PB  - Crisp Pub.
N2  - 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
ER  -