TY  - BOOK
AU  - Knapp, Donna
TI  - A guide to customer service skills for the help desk professional
SN  - 0-7600-7262-0
AV  - HD 9696.2 .A2K63 1999
PY  - 1999///
CY  - Australia
PB  - Thomson learning
KW  - Customer service
KW  - Service skill
N1  - includes bibliographical references and index
ER  -