TY  - BOOK
AU  - Ukens,Lorraine L.
TI  - 101 ways to improve customer service: training, tools, tips, and techniques 
SN  - 0787982008 (pbk.)
PY  - 2007///
CY  - San Francisco
PB  - Pfeiffer
KW  - Customer services
KW  - Employees
KW  - Training of
N1  - "An essential tools resource"--P. [4] of cover
ER  -