00475nam a22001217a 4500020002500000082001700025100004100042245006900083260002900152300003500181500001900216650011800235  a 9788131785928 (pbk)  a658.812bGOE  aGoetsch, David L.aDavis, Stanley B.  aEffective customer servicesbten steps for technical professions  aNew DelhibPearsonc2012  axvii, 292 p.b: ill.c; 24 cm.  aincludes index  aCustomer serviceaCustomer relationvConsumer satisfactionvCustomer needvBehaviorsvEvaluationvManagementvFMS