TY  - BOOK
AU  - Cook,Sarah
AU  - Cook,Sarah,1955-
ED  - Institute of Directors.
TI  - Customer care excellence: how to create an effective customer focus 
SN  - 0749437928
U1  - 658.812 
PY  - 2002///
CY  - London
PB  - Kogan Page
KW  - Customer relations
KW  - Total quality management
N1  - Previous ed. published as: Customer care. 2000; "Recommended by Institute of Directors."
ER  -