TY  - BOOK
AU  - Fleischer, Joe
AU  - Read, Brendan
TI  - The Complete guide to customer support
SN  - 1-57820-097-0.
U1  - 658.812 
PY  - 2002///
CY  - New York
PB  - CMP Books
KW  - Consumer satisfaction
KW  - Relationship marketing
KW  - Loyalty
ER  -