Cita APA

Bacal, R. (2005). Perfect phrases for customer service: Hundreds of tools, techniques, and scripts for handling any situation. New York: McGraw-Hill.

Chicago Style Citation

Bacal, Robert. Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation. New York: McGraw-Hill, 2005.

Cita MLA

Bacal, Robert. Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation. New York: McGraw-Hill, 2005.