TY  - BOOK
AU  - Lake, Neville
TI  - Making customer service happen: a simple and effective guide to achieving unbelievable customer satisfaction while reducing your costs
SN  - 1875889515 (pbk)
U1  - 658.812 
PY  - 2006///
CY  - Australia
PB  - Business + Publishing
KW  - Customer services
KW  - Service strategy
KW  - Delivering service
KW  - Service processes
KW  - Customer satisfaction
KW  - Service infrastructures
KW  - FMS
ER  -