TY  - BOOK
AU  - Toister,Jeff
TI  - Service failure: the real reasons employees struggle with customer service and what you can do about it 
SN  - 9780814431993 (pbk.)
AV  - HF5415.5 .T65 2013
U1  - 658.812 23
PY  - 2013///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer relations
KW  - Employees
KW  - Training of
N1  - Includes index
ER  -