TY  - BOOK
AU  - Lucas,Robert W.
TI  - Customer service: skills for success 
T2  - Connect, learn, succeed
SN  - 9780073397115 (pbk.)
PY  - 2012///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -