Lucas, Robert W. <br/><br/>
Customer service  building successful skills for the twenty-first century 
Robert W. Lucas. 
 - 3a ed. 
 - Boston  Mc Graw Hill  2005. 
 - 415 p.  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0072938056 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services