Bibliography Business Week (Undated). Customer Loyalty: Dos and Don'ts
URL: http://www.businessweek.com/smallbiz/tipsheet/06/29.htm [16th May 2008] BusinessBalls.com (Undated). Negotiation techniques for sales, contracts, debts, buying, selling and training
URL: http://www.businessballs.com/negotiation.htm [17th May 2008] Ezine Articles (Undated). How to Handle Customer Complaints
URL: http://ezinearticles.com/index.php?How-to-Handle-Customer-Complaints&id=1024737 [17th May 2008] EZine Articles (Undated). Negotiating Customer Agreements
URL: http://ezinearticles.com/?Negotiating-Customer-Agreements&id=521493 [17th May 2008] Ezine Articles (Undated). Resolving Customer Complaints and Conflict with the L-E-A-R-N Technique
URL: http://ezinearticles.com/?Resolving-Customer-Complaints-and-Conflict-with-the-L-E-A-R-N-Technique&id=813210 [15th May 2008] Find Law (2001). Improving Negotiation Skills: Rules for Master Negotiators
URL: http://library.findlaw.com/2001/Jan/1/130785.html [20th May 2008] Fisher, R. and Ury. W. (1991). Getting to Yes Institute for Leadership Development (2001). Principled Negotiation and the Negotiator’s Dilemma – is the “Getting to Yes“-approach too “soft”?
URL: http://www.ifld.de/Education/Material/Negotiation%20Essay.pdf [17th May 2008] Legal Explanations (Undated). Negotiation
URL: http://www.legal-explanations.com/definitions/negotiation.htm [15th May 2008] Meeting Professionals International (1997). Thomas Kilman Conflict Resolution Grid
URL: http://www.nccmpi.org/assets/Nina_Lunch.pdf [18th May 2008] RSCs – Stimulating and Supporting Innovation in Learning (Undated). Establishing and maintaining relationships with customers
URL: http://www.rsc-ne-scotland.ac.uk/ie/Relationships_with_Customers/Establishing%20and%20maintaining%20relationships%20with%20customers%20version%202-141.htm [17th May 2008] Top 7 Business (2007). Top 7 Questions About Negotiating with Customers
URL: http://top7business.com/?id=3494 [18th May 2008] Top 7 Business (2007). Top 7 Quick Principles OnPower Negotiating Techniques
URL: http://top7business.com/?Top-7-Quick-Principles-On-Power-Negotiating-Techniques&id=285 [17th May 2008] You Never Can Tell (Undated). Exploring links between negotiating styles and assertiveness- building.
URL: http://www.younevercantell.co.uk/exemplars/assertiveness_and_negotiation.pdf [20th May 2008] | 
