01269nam a2200373 4500 DLU090064936 ##20090112 ##040202s2005 mauab b 001 0 eng 2004044880 0072938056 (pbk. : alk. paper) DLC DLC DLC pcc HF5415.5 .L83 2005 658.812 LU-R Lucas, Robert W. Customer service : building successful skills for the twenty-first century / Robert W. Lucas. 3rd ed. Boston : McGraw-Hill, c2005. xvi, 416 p. : ill. (some col.), col. maps ; 26 cm. Includes bibliographical references (p. 406-408) and index. Customer services. Table of contents http://www.loc.gov/catdir/toc/mh041/2004044880.html Contributor biographical information http://www.loc.gov/catdir/bios/mh042/2004044880.html Publisher description http://www.loc.gov/catdir/description/mh051/2004044880.html 21/2008 20800 DLU True Đào Thị Thu Huyền G A SH Thư viện Trường Đại học Đà Lạt