TY  - BOOK
AU  - Goetsch,David L.
AU  - Davis,Stanley B.
TI  - Effective customer service: Ten steps for technical professions 
SN  - 9780130485298
U1  - 658.812 21
PY  - 2004///
CY  - Upper Saddle River, N.J.
PB  - Pearson Prentice Hall
KW  - Customer services
N1  - Includes bibliographical references and index
ER  -