TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
SN  - 9780073545448 (alk. paper)
AV  - HF5415.5 .L962 2009
PY  - 2009///
CY  - Boston
PB  - McGraw-Hill
KW  - Customer services
N1  - Includes bibliographical references (p. 288) and index
UR  - http://www.loc.gov/catdir/enhancements/fy0806/2007045960-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0806/2007045960-t.html
UR  - http://www.loc.gov/catdir/enhancements/fy0809/2007045960-b.html
ER  -