TY  - BOOK
AU  - Gallagher,Richard S.
TI  - The customer service survival kit: what to say to defuse even the worst customer situations 
SN  - 9780814431832
PY  - 2013///
CY  - New York
PB  - AMACOM American Management Association
KW  - Customer services
KW  - Customer relations
N1  - Includes bibliographical references and index
ER  -