TY  - BOOK
AU  - Bell, Chip R.
AU  - Title.
AU  - Zemke, Ron. 
TI  - Managing knock your socks off service
SN  - 9780814432044
AV  - 658.81 
CY  - USA
KW  - Business and economics --
KW  - Customer services
KW  - Customer relations
N1  - Includes endnotes and index
ER  -