TY  - BOOK
AU  - Knapp,Donna
TI  - A guide to customer service skills for the help desk professional
SN  - 0619216417
PY  - 2005///
CY  - Boston, MA
PB  - Thomson Course Technology
KW  - Computer industry
KW  - Customer services
KW  - Computer service industry
KW  - Vocational guidance
KW  - Computer technical support
KW  - Handbooks, manuals, etc
ER  -