TY  - BOOK
AU  - Mercer,Jillian  .
TI  - Great customer service for small business: may i help you? / 
SN  - 1-86508-858-7
U1  - 658.812 
PY  - 2005///
CY  - Australia : 
PB  - Allen and unwin , 
KW  - Customer relations
ER  -