TY  - BOOK
AU  - LUCAS Robert W.
TI  - Customer service:  Building successful skills for the twenty-first century   
SN  - 9781259025679
U1  - X:511-8, P5 
PY  - 2005///
CY  -  New Delhi 
PB  - Tata McGraw Hill       
KW  - Commerce
ER  -