00433    a2200133   4500020001800000082001700018100002000035245011400055260003800169300002100207650002100228650002200249650002800271  a9788176496124  a658.812bFRI  aFriedman, Nancy  aCustomer service nightmaresb100 tales od the worst experiences possible, and hoe they could have been fixed   aNew DelhibViva Booksc2004g2004  axi, 149p.c23cm.  aSales Management  aCustomer relation  aManagement of marketing