Friedman, Nancy <br/><br/>
Customer service nightmares :   100 tales of the worst experiences possible, and how they could have been fixed  
Nancy Friedman 
 - New York ;  Crisp ,  1998. 
 - xi, 149p. :  23 cm. 
<br/><br/>Includes bibliographical reference and index 
<br/><br/><label>ISBN: </label>1-56052-498-7 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services