Dasu, Sriram. <br/><br/>
The customer service solution :  managing emotions, trust, and control to win your customer's business / 
by Sriram Dasu and Richard Chase. 
 - New York :  McGraw-Hill,  [2013] 
 - xvi, 223 p .:  ill .;  24 cm 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9780071809931. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Customer services.<br/>Service industries--Management.