TY  - BOOK
AU  - Cook, Sarah
TI  - Customer Care Excellence : how to create an effective customer focus
SN  - 9780749450663
AV  - HF5415.5 .C6635 2008
PY  - 2008///
CY  - London, Philadelphia
PB  - Kogan Page
KW  - Customer services, customer relation.Total quality management
N1  - Includes bibliographical references (p. [270-272]) and index
ER  -