TY  - BOOK
AU  - Toister,Jeff
TI  - Service failure: the real reasons employees struggle with customer service and what you can do about it 
SN  - 9780814431993
U1  - 658.812 
PY  - 2013///
CY  - NY
PB  - Amacom
KW  - Employees
KW  - Training of
N1  - Includes index
ER  -