@book{47808,
	author = {Finch, Lloyd},
	title = {Telephone courtesy & customer service :},
	publisher = {Axzo Press,},
	year = {c2009},
	series = {Crisp Fifty-Minutes series},
	address = {[Rochester, N.Y.] :},
	edition = {4th ed.},
	note = {Previous ed.: c1987}
}