TY  - BOOK
AU  - Goetsch,David L.
AU  - Davis,Stanley
TI  - Effective customer service: ten steps for technical professions 
SN  - 0130485292
PY  - 2004///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - Includes bibliographical references and index
UR  - http://www.loc.gov/catdir/toc/fy038/2003051172.html
ER  -