TY  - BOOK
AU  - Morgan, Rebecca L.
TI  - Calming upset customers : staying effective during unpleasant situations / 
SN  - 9788176496865
U1  - 658.812 MOR-R 
PY  - 2004///
CY  - India
PB  - Viva
KW  - ﾠ
KW  - Managementﾠ
ER  -