00329nam a2200109Ia 4500008004100000020001800041040002900059050002600088100002100114245005300135260003100188221216s9999||||xx |||||||||||||| ||und||  a0-07-822633-3  cChuka University Library  aHF 5415.5b .L83 2000  aLucas, Robert W. 0aCustomer Service:Skills and Concepts for success  aMcGraw-HillbNewYorkc2000