@article{23046,
      author = {Bailey, Keith, and Bailey, Keit. and Leland, Karen.},
      url = {http://tind.wipo.int/record/23046},
      title = {Customer service for dummies /},
      abstract = {This step-by-step guide takes the mystery out of customer  service and outlines how to provide the best quality  service possible. Executives, managers, and all other staff  members will benefit from the surefire steps on getting  through the everyday challenge of keeping clients and  customers satisfied. Includes how to deal with angry  customers, how to train staff to be more aware of customer  service issues, and more.},
      recid = {23046},
      pages = {xxxiv, 346 pages :},
}