TY  - BOOK
AU  - Lucas, Robert W.
AU  - xx, 686 p.
AU  - Title
TI  - Customer service: skills for success
SN  - 9780073545448
PY  - 2009///
CY  - Boston
PB  - McGraw-Hill
KW  - Customer service
N1  - Includes bibliographical references (p. 288) and index
ER  -