TY  - BOOK
AU  - Bacal,Robert
TI  - Perfect phrases for customer service: hundreds of tools, techniques, and scripts for handling any situation 
SN  - 9780071444538 (paperback)
AV  - HF5415.5 B33 
PY  - 2005///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Terminology
ER  -