TY  - BOOK
AU  - Anderson, Kristin
AU  - Zemke, Ron 
TI  - Knock your socks off answers: Solving customer nightmares & soothin nightmare customers
U1  - 658.812 AND  
PY  - 1995///
CY  - New York
PB  - American Management Association
N1  - Includes bibliographical references 
ER  -