00530nam a22001097a 4500020002100000082001700021100003500038245013900073260004300212300003300255650013200288  a1875889515 (pbk)  a658.812bLAK  aLake, NevilleaKrishtin Hickey  aMaking customer service happenba simple and effective guide to achieving unbelievable customer satisfaction while reducing your costs  aAustraliabBusiness + Publishingc2006  axi, 112 p.b: ill.c; 22 cm.  aCustomer servicesvService strategyvDelivering servicevService processesvCustomer satisfactionvService infrastructuresvFMS