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|a 658.812
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|a Morgan, Rebecca L.
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| 245 |
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|a Calming upset customers :
|b staying effective during unpleasant situations /
|c Rebecca L. Morgan
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| 250 |
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|a 3rd ed.
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| 260 |
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|b Viva Books,
|c 2004.
|a New Delhi :
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| 300 |
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|a xiv, 80 p.
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| 942 |
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|c BK
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