Cook, Sarah,  1955- <br/><br/>
Customer care excellence :  how to create an effective customer focus / 
Sarah Cook. 
 - 4th ed. 
 - London :  Kogan Page,  2002. 
 - vi, 248 p. :  ill ;  24 cm. 
 - Professional paperbacks .
<br/><br/> Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0749437928  $29.95 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Total quality management.