00575nam a2200157Ia 4500 20260716043240.0 LRC 05.03.06 M8495 Morgan, Rebecca L. Calming upset customers Rev. ed Crisp PUB. Menlo ParkUS 1996 xii, 79 p. 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. 3/7/00 M2LMGR M M8495 LRC 43320 43320