TY  - BOOK
AU  - Lucas, Robert W. 
TI  - Customer service: Building successful skills for the twenty-first century 
SN  - 0072938056
AV  - HF 5415.5  .L83 2005
U1  - MkSF 658.812 
PY  - 2005///
CY  - Boston 
PB  - McGraw-Hill
KW  - Customer service
N1  - Includes glossary and index
ER  -