TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
SN  - 9780073545448 (pbk.) :
AV  - HF5415.5 .L83 2009
PY  - 2009///
CY  - Boston, MA
PB  - McGraw-Hill
KW  - Customer services
N1  - Includes bibliographical references (p. 288) and index
ER  -