TY  - GEN
AU  - Lake, Neville.               
AU  - Hickey,Kristin
ED  - Institute of Directors.
TI  - The customer service workbook
SN  - 0749437898
U1  - 658.812 
PY  - 2002///
CY  - London
PB  - Kogan Page,2002
KW  - Customer services
N1  - Published in association with the Institute of Directors; Includes bibliographical references ([p. 217]) and index
UR  - http://www.loc.gov/catdir/enhancements/fy0715/2003430641-d.html
ER  -