TY  - BOOK
AU  - Lake, Neville
AU  - Hickey, Kristin
TI  - Making Customer Service Happen: A Simple and Effective Guide to Achieving Customer Satisfaction while Reducing Your Costs 
SN  - 9781875889518
U1  - 658.812 
PY  - 2006///
CY  - Warriewood, Australia
PB  - Business Publishing
KW  - Customer Service
ER  -