TY  - BOOK
AU  - Buchanan, Richard W
TI  - When the customer think we don't care: ending actions that self-destruct companies, customer service and jobs
SN  - 0070598258
U1  - 658.812 B8W4 
PY  - 2002///
CY  - New Delhi
PB  - TMH
KW  - Success in Business
KW  - Business Success
KW  - Customer Service
KW  - Customer Satisfaction
KW  - Customer Relations
ER  -