00511nam a2200121Ia 4500080002300000100002300023245002800046250001300074260003500087300001500122520023300137583001900370  aLRC 12.04.01 G3822  aGerson, Richard F.  aBeyond customer service  aRev. ed.  bCrisp Pub.aMenlo ParkUSc1998  avi, 108 p.  aExplains how to retain customers through employee training, good customer service, and effective communication.  Provides insights into the needs and expectations of customers.  Lists 25 successful customer retention programmes.  c3/7/00kM2LMGR