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• 000 01080nam a22003374a 4500

• 001 0000407298

• 003 SCNU

• 008 040202s2005 mauab b 001 0 eng

• 010 __ |a 2004044880

• 020 __ |a 0072938056 (pbk. : alk. paper)

• 020 __ |a 0073197343 (CD-ROM)

• 040 __ |a DLC |c DLC |d DLC

• 042 __ |a pcc

• 050 00 |a HF5415.5 |b .L83 2005

• 082 00 |a 658.8/12 |2 22

• 093 __ |a F713.5 |2 4

• 099 __ |a CAL 022006015916

• 100 1_ |a Lucas, Robert W.

• 245 10 |a Customer service : |b building successful skills for the twenty-first century / |c Robert W. Lucas.

• 250 __ |a 3rd ed.

• 260 __ |a Boston : |b McGraw-Hill, |c c2005.

• 300 __ |a xvi, 416 p. : |b ill. (some col.), col. maps ; |c 26 cm.+ |e 1 CD-ROM(4 3/4 in)

• 504 __ |a Includes bibliographical references (p. 406-408) and index.

• 650 _0 |a Customer services.

• 920 __ |a 251430 |z 2

• 950 __ |a SCNU |f F713.5/L933-3

• 998 __ |a SWF

• 999 __ |t C |A zxq |a 20080604 14:58:14 |M zxq |m 20080902 10:56:09 |G zxq |g 20080902 10:56:13

• 000 1000020962

• 991 __ |a 022008000711

• 907 __ |a SCNU |f F713.5/L933-3