TY  - BOOK
AU  - Johns,Ted
TI  - Perfect customer care: all you need to get it right first time 
SN  - 0099406217 (pbk) 
U1  - 658.812 21
PY  - 1999///
CY  - London
PB  - Random House
KW  - Customer relations
N1  - Originally published: London: Arrow, 1994
ER  -