TY  - BOOK
AU  - Martin,David M.
ED  - Institute of Management (Great Britain)
TI  - Dealing with demanding customers: how to turn complaints into opportunities 
SN  - 0273607294
U1  - 658.812 
PY  - 1994///
CY  - London
PB  - Pitman Pub.
KW  - Customer relations
KW  - Customer services
ER  -