Toister, Jeff. <br/><br/>
Service failure :  the real reasons employees struggle with customer service and what you can do about it / 
Jeff Toister. 
 - New York :  American Management Association,  2013. 
 - v, 202 p. ; 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>9780814431993 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.<br/>Employees--Training of.
<br/><br/><label>LC Class. No.: </label>HF5415.5.T65 2013