TY  - BOOK
AU  - Dee,David
TI  - Tough customers: how to keep them smiling-- and yourself sane! 
SN  - 085013210X
AV  - HF5415.5 .T68 1994
U1  - 658.8/12 21
PY  - 1994///
CY  - Chicago, IL
PB  - Dartnell Corp.
KW  - Customer services
KW  - Consumer complaints
N2  - Volume 2 in THE CUSTOMER SERVICE REP'S SURVIVAL GUIDE SERIES
UR  - http://www.archive.org/details/toughcustomersho00deed
UR  - http://www.openlibrary.org/books/OL1126268M
ER  -