TY  - BOOK
AU  - Morgan, Rebecca L.
TI  - Calming upset customers
PY  - 1996///
CY  - Menlo ParkUS
PB  - Crisp PUB.
N2  - 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
ER  -