TY  - BOOK
AU  - Lucas, Robert W.
TI  - Customer service: Building successful skills for the twenty-first century / 
SN  - 9.7800711129e+012
PY  - 2005///
CY  - Boston : 
PB  - McGraw-Hill Companies
KW  - Customer services
N1  - Includes glossary, bibliographical and index
ER  -