101 ways to improve customer service : training, tools, tips and techniques Ukens, Lorraine L. text New York John Wiley 2007 Lorraine L. Ukens CUSTOMER SERVICES 658.812 658.812 Uke o 9780787982003 180413 20180413025541 INLIS000000000000015 Converted from MARCXML to MODS version 3.5 using MARC21slim2MODS3-5.xsl (Revision 1.106 2014/12/19)