00487nam a2200121Ia 4500080002300000100002300023245002800046250001200074260003500086300001500121520021000136583001900346  aLRC 05.03.06 M8495  aMorgan, Rebecca L.  aCalming upset customers  aRev. ed  bCrisp PUB.aMenlo ParkUSc1996  axii, 79 p.  aExplains: why customers become upset and how they expect their complaints to be handled; why it is important to calm them; and how to proceed.  Also examines action to be taken after the customer has left.  c3/7/00kM2LMGR