TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer Service: Building Successful Skills for the Twenty-first Century
SN  - 0072938056
PY  - 2005///]
CY  - New York
PB  - McGraw-Hill/Irwin
KW  - Customer Services
KW  - 2005
KW  - New York
KW  - paperbound
KW  - sears
ER  -