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Managing Quality Customer Service - Martin, William, and Fritz, Elaine (Editor)
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Determine what customers really want, how to meet those needs and measure your service.

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Managing Quality Customer Service 1995, Crisp Learning, Menlo Park

ISBN-13: 9780931961830

Trade paperback

Managing Quality Customer Service 1991, Kogan Page

ISBN-13: 9780749403522

Trade paperback