TY  - BOOK
AU  - Leland, Karen
AU  - Bailey, Keith
TI  - Customer service for dummies
SN  - 13: 978-0-471-76869-2/-- 0-471-76869-3
AV  - 658.812 L53c 
PY  - 2006///
CY  - Hoboken, NJ
PB  - Wiley Pub
N1  - Includes index
ER  -