TY  - BOOK
AU  - Lucas,Robert
TI  - Customer services: skills for success 
SN  -  9781259252945
U1  - 658.812 LUC 
PY  - 2012///
CY  - New York
PB  - McGraw-Hill, 
KW  - Skills for success
KW  - Retaining customers
KW  - Customer service
KW  - Customer behavior
N1  - Includes index
ER  -