00616nam a2200121Ia 450000500170000008000220001710000230003924500380006226000350010030000200013552003200015558300190047520260716043240.0  aLRC 12.04.01 M379  aMartin, William B.  aManaging quality customer service  bCrisp Pub.aMenlo ParkUSc1989  a[2], vii, 94 p.  aLeads the reader systematically through 5 stages of the customer-service management cycle.  Aims to help improve customer-service delivery systems within an organization by providing not only understanding of each stage, but also guidance re facilitating the implementation of the principles and concepts discussed.  c3/7/00kM2LMGR