TY  - BOOK
AU  - Lucas, Robert
TI  - Customer service:building successful skills for the twenty-first century.
SN  - 0072938056
AV  - HF5415.5.L83 
PY  - 2005///
CY  - Boston
PB  - McGraw Hill
KW  - Customer service
N1  - Includes index; Contents: The Profession -- Skills for success -- Self-help skills -- Enhancing customer relationship -- Customer service for the twenty-first century -- Appendix
ER  -