Lucas, Robert W. <br/><br/>
Customer service :  building successful skills for the twenty-first century / 
Robert W. Lucas 
 - 3rd ed. 
 - Boston :  McGraw-Hill,  c2005 
 - xvi, 416 p. :  ill. (some col.), col. maps ;  26 cm. 
<br/><br/>Includes bibliographical references (p. 406-408) and index 
<br/><br/><label>ISBN: </label>0072938056 (pbk. : alk. paper) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services