TY  - BOOK
AU  - Harris, Elaine K.
TI  - Customer service: a practical approach 
SN  - 0130978531
AV  - HF 5415.5 .H2897 2003
U1  - MkSF 658.812  
PY  - 2003///
CY  - New Jersey
PB  - Pearson Education, Inc
KW  - Customer services
ER  -