Gross, T. Scott. <br/><br/>
Positively outrageous service :  how to delight and astound your customers and win them for life / 
T. Scott Gross. 
 - 2nd ed. 
 - Chicago :  Dearborn Trade Pub.,  c2004. 
 - xii, 211 p. ;  23 cm. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0793188237 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>Dewey Class. No.: </label>658.812  / GRO