TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: building successful skills for the twenty-first century 
SN  - 0072938056 (pbk. : alk. paper)
AV  - HF5415.5 .L83 2005
U1  - 658.8/12 22
PY  - 2005///
CY  - Boston
PB  - McGraw-Hill
KW  - Customer services
N1  - Includes bibliographical references (p. 406-408) and index
UR  - http://www.loc.gov/catdir/description/mh051/2004044880.html
UR  - http://www.loc.gov/catdir/bios/mh042/2004044880.html
UR  - http://www.loc.gov/catdir/toc/mh041/2004044880.html
ER  -