Gallagher, Richard S. <br/><br/>
The customer service survival kit :  what to say to defuse even the worst customer situations / 
Richard S. Gallagher ; foreword by Carol Roth 
 - New York :  AMACOM American Management Association,  c2013 
 - xvi, 189 p. ;  23 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780814431832 0814431836 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer relations