TY  - BOOK
AU  - Harris, Elaine K.
TI  - Customer service : a practical approach / Elaine KHarris- 4th ed
SN  - 0131989375
U1  - 658.812 HAR 
CY  - Upper Saddle River, N.J: Pearson Prentice Hall, c2007.
KW  - Customer services
ER  -