TY  - BOOK
AU  - Lucas, Robert W.
TI  - Customer service: skills for success 
SN  - 9780071315920
AV  - HF 5415.5 .L83 2012
PY  - 2012///
CY  - New York, United States
PB  - McGraw-Hill
KW  - Customer services
KW  - Management
KW  - Case Studies
N1  - Includes index
ER  -