Anderson, Kristin <br/><br/>
Knock your socks off answers  Solving customer nightmares & soothin nightmare customers 
Kristin Anderson & Ron Zemke 
 - New York  American Management Association  1995 
 - xv, : 143p : cm. : 23  
<br/><br/> Includes bibliographical references  
<br/><br/><label>Dewey Class. No.: </label>658.812 AND