Lucas, Robert <br/><br/>
Customer service:building successful skills for the twenty-first century. / 
Robert W. Lucas 
 - 3rd ed. 
 - Boston:  McGraw Hill,  c2005. 
 - xvi,461 p.:  ill;  25cm. 
<br/><br/> Includes index 
<br/><br/>Contents: The Profession -- Skills for success -- Self-help skills -- Enhancing customer relationship -- Customer service for the twenty-first century -- Appendix. 
<br/><br/><label>ISBN: </label>0072938056 
<br/><br/><label>Subjects--Topical Terms: </label> Customer service. 
<br/><br/><label>LC Class. No.: </label>HF5415.5.L83