000			01247cam a22003014a 4500
001			13476841
003			OSt
005			20140207002602.0
008			040202s2005 mauab b 001 0 eng
020			_a0072938056 (pbk. : alk. paper)
040			_aDLC _cDLC _dDLC
042			_apcc
082	0	0	_aCir. 658.812 L83 _222 _bc2005
100	1		_aLucas, Robert W.
245	1	0	_aCustomer service : _bbuilding successful skills for the twenty-first century / _cRobert W. Lucas.
250			_a3rd ed.
260			_aBoston : _bMcGraw-Hill, _cc2005.
264			_aBoston : _bMcGraw-Hill, _cc2005.
300			_axvi, 416 p. : _bill. (some col.), col. maps ; _c26 cm.
504			_aIncludes bibliographical references (p. 406-408) and index.
650		0	_aCustomer services.
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/description/mh051/2004044880.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/bios/mh042/2004044880.html
856	4	1	_3Table of contents _uhttp://www.loc.gov/catdir/toc/mh041/2004044880.html
906			_a7 _bcbc _corignew _d1 _eocip _f20 _gy-gencatlg
942			_2ddc _cCIR
999			_c775 _d775