00630nam a22001577a 4500008004100000020001500041050001700056100001800073245009700091250001200188260003400200300002900234500001900263505016800282650002200450120522t        xxu||||| |||| 00| 0 eng d  a0072938056  aHF5415.5.L83  aLucas, Robert  aCustomer service:building successful skills for the twenty-first century. /cRobert W. Lucas  a3rd ed.  aBoston:bMcGraw Hill,cc2005.  axvi,461 p.:bill;c25cm.  aIncludes index  aContents: The Profession -- Skills for success -- Self-help skills -- Enhancing customer relationship -- Customer service for the twenty-first century -- Appendix.  bCustomer service.