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Complaint management excellence : creating customer loyalty through service recovery / Sarah Cook by Publisher: UK : Kogan Page, 2012
Availability: Items available for loan: Main Library (1)Call number: 658.812 .C771 2012.

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Customer care excellence : how to create an effective customer focus / Sarah Cook by
Edition: 6th ed.
Publisher: UK : Kogan Page, 2011
Availability: Items available for loan: Main Library (1)Call number: 658.812 .C771 2011.

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