TY  - BOOK
AU  - Wellington, Pat
TI  - Effective customer care
T2  - Creating success
SN  - 9780749459970
PY  - 2010///
PB  - Kogan Page, The Sunday Times
KW  - HF COMMERCE
KW  - Customer relations
KW  - Customer services
KW  - Case studies
UR  - http://books.google.com/books?id=-hgT_pWZzHwC&printsec=frontcover&dq=effective+customer+care+pat+wellington&hl=es&ei=NObDTv_zPIvJswb_8pjjCw&sa=X&oi=book_result&ct=result&resnum=1&ved=0CDYQ6AEwAA#v=onepage&q&f=false
ER  -