TY  - BOOK
AU  - Becker,Hal B.
TI  - At your service: calamities, catastrophes and other curiosities of customer service 
SN  - 0471255424
PY  - 1998///
CY  - New York
PB  - John Wiley & Sons
KW  - Customer services
KW  - Customer relations
N1  - Includes index
ER  -