TY  - GEN
AU  - Lake, Neville
AU  - Hickey, Kristin
TI  - Making customer service happen: a simple and effective guide to achieving unbellevable customer satisfaction while reducing your costs
SN  - 9781875889518
U1  - 658.812 
PY  - 2006///
CY  - Warriewood
PB  - Business Publishing
KW  - Customer Satisfaction
KW  - Understanding customers
KW  - Service Strategy
KW  - Delivering Service
KW  - Service Processes
KW  - Worksheets
ER  -