TY  - BOOK
AU  - Barlow,Janelle
AU  - M�ller,Claus
TI  - A complaint is a gift: recovering customer loyalty when things go wrong 
SN  - 1576755827
U1  - 658.8343 
PY  - 2008///
CY  - San Francisco, Calif.
PB  - Berrett-Koehler Publishers
KW  - Consumer complaints
KW  - Customer services
KW  - fast
N1  - Includes bibliographical references (pages 251-271) and index
ER  -