@incollection{Fiehler2016,
  author    = {Reinhard Fiehler},
  title     = {Training: Optimierung pers{\"o}nlicher und telefonischer Reklamationsgespr{\"a}che},
  series = {Trainingspraxis},
  editor    = {Christof Obermann and Frank Schiel},
  publisher = {Bachem},
  address   = {K{\"o}ln},
  isbn      = {3891723512},
  url       = {https://nbn-resolving.org/urn:nbn:de:bsz:mh39-46221},
  pages     = {39 -- 56},
  year      = {2016},
  language  = {de}
}