TY  - BOOK
AU  - Anderson, Kristin.
AU  - Zemke, Ron.
ED  - 
ED  - 
ED  - 
ED  - 
TI  - : solving customer nightmares & soothing nightmare customers 
SN  - 814478840
SN  - 2
PY  - 1995///46
CY  - New York
PB  - American Management Association
KW  - 
KW  - 2
KW  - 0
KW  - 6
KW  - 20
KW  - Customer services.;Consumer complaints.;Customer services
KW  - sears0
N1  - Includes bibliographical references (p. 139-140); Pat answers to peevish questions and provocative customer comments -- Smart answers to even tougher questions -- Questions with no easy answers -- Getting service as good as you give : the amazingly simple secret of the ten-second connection -- Customers say the darnedest things; 5; Adult;Adult; Follett Library Resources
N2  - Contains specific responses to difficult customer questions and situations and shows how to understand the need behind a customer's question
ER  -