TY  - BOOK
AU  - Bacal,Robert
TI  - Perfect phrases for customer service: hundreds of tools, techniques, and scripts for handling any situation 
SN  - 007144453X (pbk.)
AV  - HF5415.5 
PY  - 2005///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Terminology
UR  - http://www.loc.gov/catdir/enhancements/fy0627/2005297103-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy0627/2005297103-d.html
ER  -