TY  - BOOK
AU  - Morgan,Rebecca L.
TI  - Calming upset customers: staying effective during unpleasant situations 
SN  - 9788176496865
U1  - 658.812 
PY  - 2004///
CY  - New Delhi
PB  - Viva Books Pvt. Ltd.
KW  - Customer relations
KW  - Customer service management
ER  -