00273pam a2200109 a 4500020000500000041000500005082001100010100004200021245005200063260004000115300000800155  c  h  a658.83  aPASSI (Delia)/ ARONSON (A.B.)eauthor  aWinning the Toughest CustomerhTextual Document  bKaplan Publishing Chicago II,c2006  a154