TY  - BOOK
AU  - MacNeill,Debra J.
TI  - Customer service excellence.
SN  - 1556239696
AV  - HF5415.5.M13  
PY  - 1994///
CY  - Burr Ridge, Ill.
PB  - Business One Irwin/Mirror Press
KW  - Customer services
N1  - Includes bibliographical references; Contents: Self-assesment -- Understanding your customers -- Uncovering customer needs -- Communication is the key -- A Five-star approach to problem resolution -- Lasting impressions -- A Plan for action -- Post-test
ER  -