Questions that sell: the powerful process for discovering what your customer really wants

If you're so briliant... how come you can't identify your key customers=Kiat sukses seleksi pelanggan paling potensif/Peter Cheverton; penerjemah Andre Wiriadi

How to improve your costumer service = kiat meningkatkan pelayanan bagi pelanggan / Steve Macaulay, Sarah Cook

Human relations for the hospitality industry

Managing customer relationships : a strategic framework