TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: : building successful skills for the twenty-first century
SN  - 0072938056
U1  - 658.812 
PY  - 2005///]
CY  - New York
PB  - McGraw-Hill/Irwin
KW  - Customer services
N1  - Includes bibliographical references (pages 406-408) and index; The profession; Skills for success; Self-help skills; Enhancing customer relationship; Customer service for the twenty-first century
ER  -