TY  - BOOK
AU  - Ukens, Lorraine L.
TI  - 101 Ways to Improve Customer Service: Training, Tools, Tips and Techniques
SN  - 0787982003
U1  - 658.812 
PY  - 2007///
CY  - San Francisco
PB  - John and Wiley Sons, Inc.
KW  - Customer Service
KW  - Customer Relationship Management
ER  -