TY  - BOOK
AU  - Tschohl,John
AU  - Franzmeier,Steve
TI  - Achieving excellence through customer service
SN  - 9839214357 (pbk.):
U1  - 153.8 TSC 
PY  - 1996///
CY  - Petaling Jaya
PB  - Advantage Quest
KW  - Customer services
ER  -