TY  - BOOK
AU  - Friedman,Nancy
TI  - Customer service nightmares : : 100 tales of the worst experiences possible, and how they could have been fixed 
SN  - 1-56052-498-7
PY  - 1998///
CY  - New York
PB  - Crisp
KW  - Customer services
N1  - Includes bibliographical reference and index
ER  -