TY  - BOOK
AU  - Morgan, Rebecca L
TI  - Calming Upset Customers: Staying Effective During Unpleasant Situations
SN  - 9788176496865
U1  - 658.8 
PY  - 2004///
CY  - New Delhi
PB  - Viva Publications
KW  - , , CRM,
KW  - Communication Techniques
KW  - Customer Relationship Management
KW  - Customer Satisfaction
KW  - CRM
ER  -