TY  - BOOK
AU  - Gerson, Richard F.
TI  - Beyond customer service
PY  - 1998///
CY  - Menlo ParkUS
PB  - Crisp Pub.
N2  - Explains 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
ER  -