Bacal, Robert,  <br/><br/>
Perfect phrases for customer service :  hundreds of tools, techniques, and scripts for handling any situation / 
Robert Bacal 
 - New York :  McGraw-Hill,  2005 
 - xv, 222 pages :  no illustrations ;  20 cm 
<br/><br/><label>ISBN: </label>9780071444538 (paperback) 007144453X 9paperback) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer services --Terminology
<br/><br/><label>LC Class. No.: </label>HF5415.5 B33