TY  - BOOK
AU  - Morgan, Rebecca L.
TI  - Claming upset customers : studing effective during unpleasant situations
SN  - 8176496863
U1  - 658.812 
PY  - 2004///
CY  - New Delhi: 
PB  - Viva Books Private Limited
KW  - customer
KW  - manager
KW  - upset customer
ER  -