TY  - BOOK
AU  - Tschohl,John
AU  - Franzmeier,Steve
TI  - Achieving excellence through customer service
SN  - 8172245416
U1  -  658.812 
PY  - 1997///
CY  - Bombay
PB  - Jaico Pub. House
KW  - Customer services
N1  - Includes index
ER  -