Ford, Lisa.
Exceptional customer service: going beyond your good service to exceed the customer’s expectation : based on the best-selling video training programm /
Lisa Ford, David McNair, Bill Perry ; foreword by Horst Schulze 
. - Avon : Adams Media Corporation,  2001 
. - xii, 203 p.  ill., tab.  23 cm. 
<br/><label>  ISBN: </label>13: 978-1-580062-458-9 10: 1-58062-458-8