Toister, Jeff <br/><br/>
Service failure :  the real reasons employees struggle with customer service and what you can do about it / 
Jeff Toister 
 - New York :  American Management Association,  c2013 
 - v, 202 p. ;  24 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9780814431993 0814431992 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer relations<br/>Employees--Training of