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Additional Resources - Pg. 161

Additional Resources B OOKS AND P ERIODICAL A RTICLES Anderson, K., Great Customer Service on the Telephone, AMACOM, New York, 1992. Anderson, K., and Zemke, R., Knock Your Socks off Answers: Solving Customer Nightmares & Soothing Nightmare Customers, AMACOM, New York, 1995. Carr, C., Front-line Customer Service: 15 Keys to Customer Satisfaction, John Wiley & Sons, New York, 1990.