TY  - BOOK
AU  - Gross,T.Scott
TI  - Positively outrageous service: how to delight and astound your customers and win them for life 
SN  - 0793188237 (pbk)
U1  - 658.812 
PY  - 2004///
CY  - Chicago
PB  - Dearborn Trade Pub.
KW  - Customer services
N1  - Includes index
ER  -