Morgan, Rebecca L. <br/><br/>
Calming upset customers 

 - Rev. ed 
 - Menlo ParkUS  Crisp PUB.  1996 
 - xii, 79 p. 
<br/><br/> Explains: 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. 
<br/><br/><label>Universal Decimal Class. No.: </label>LRC 05.03.06 M8495