000			00514nam a2200145Ia 4500
008			190925s9999 xx 000 0 und d
020			_a9.7800711129e+012
100			_aLucas, Robert W.
245			_cRobert Lucas.-- _aCustomer service _bBuilding successful skills for the twenty-first century /
250			_a3rd ed.
260			_aBoston : _bMcGraw-Hill Companies _c2005
300			_a416 pages : _bcolored illustrations
500			_aIncludes glossary, bibliographical and index.
650			_aCustomer services.
999			_c362219 _d362219