TY  - BOOK
AU  - ANDERSON, KRISTIN
AU  - ZEMKE, RON
TI  - DELIVERING KNOCK YOUR SOCKS OFF SERVICE: IT'S A MUST-HAVE TOOL FOR EVERYONE IN CUSTOMER SERVICE
PY  - 1998///
CY  - NEW YORK
PB  - AMACOM
KW  - CUSTOMER RELATION MANAGEMENT
ER  -