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Calming upset customers : staying effective during unpleasant situations by
Edition: 3rd
Publication details: Menlo park, CA : Crisp publications 2003
Availability: Items available for loan: Mersey and West Lancashire NHS Library (St Helens and Knowsley) (1)Class number: 658.812 MOR.
The Business of listening: a practical guide to effective listening. 3rd ed. by
Edition: 3
Publication details: Melno Park, CA : Crisp Publications 2001
Availability: Items available for loan: Lancashire Teaching Hospitals NHS Foundation Trust - Preston Library (1)Class number: HF 5717.
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