Cook, Sarah <br/><br/>
Customer Care Excellence 

 - 6th ed. 
 - London  Kogan Page  2011 
 - viii, 278p.  :ill.;24cm. 
<br/><br/> includes bibliographic references and index 
<br/><br/><label>ISBN: </label>0 7494 5705 1 
<br/><br/><label>Dewey Class. No.: </label>658.812 COO