A customer uprising is overdue, and —accord-ing to The Wall Street Journal-Peter Glen is nothing less than its guru. Peter Glen presents an astonishing cavalcade of horror stories from stores, hotels, airlines, government agencies, schools, hospitals-all as familiar as the decline of the country's standards of quality and service. And It's Not My Department! also includes the kind of rare tales of triumph that give us instruction and hope for the future. Everywhere Peter tells his stories, his listeners and readers respond with their own stories of insult and abuse. And everywhere customers are getting ready to take action. This is the book that will cause the revolu-tion. This is the book that shows us, as cus-

ISBN: 0688088961