TY  - BOOK
AU  - Cook,Sarah
TI  - Customer care excellence: how to create an effective customer focus 
SN  - 9780749457051
U1  - 658.812 22
PY  - 2011///
CY  - London, Philadelphia
PB  - Kogan Page
KW  - Customer relations
KW  - Customer services
KW  - Total quality management
N1  - Includes bibliographical references and index
ER  -