TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills and concepts for success 
SN  - 0078226333 
AV  - HF5415.5 .L96 2002
PY  - 2002///
CY  - New York 
PB  - Glencoe/McGraw-Hill
N1  - Includes bibliographical references and index
ER  -