Snow, Dennis <br/><br/>
Unlieashing excellence  the complete guide to ultimate customer service 
Dennis snow & Teri Yanovitch 
 - 2nd ed.   
 - New Delhi  Wiley India pvt ltd  2010 
 - xviii,238p  
<br/><br/> Includes index  
<br/><br/><label>Dewey Class. No.: </label>658.812 SNO