TY  - BOOK
AU  - Doane, Darryl S.
AU  - Sloat,Rose D.
TI  - Excuses, excuses, excuses ...: for not delivering excellent customer service - and what should happen! 
SN  - 0874256143
PY  - 2001///
CY  - Amherst, MA
PB  - HRD Press
KW  - Customer services
ER  -