TY  - BOOK
AU  - Karen Leland, Keith Bailey
TI  - Customer Service For Dummies
SN  - 9780471768692
U1  - 658.812 
PY  - 2006///
CY  - USA
PB  - Wiley Publishing, Inc.
KW  - Customer services
UR  - <WEB_URL_ROOT_PATH>/MNG06/Customer Service For Dummies 3rd by Karen Leland, Keith Bailey.pdf
ER  -