Cook, Sarah <br/><br/>
Customer care excellence:  how to create an effective customer focus /  
Sarah Cook.  
 - London:  Kogan page limited,  2002. 
 - 241 p. 
<br/><br/> Includes appendices. 
<br/><br/><label>ISBN: </label>0749437928 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management.