TY  - BOOK
AU  - Bacal,  Robert.
TI  - Perfect phrases for customer service: hundreds of tools, techniques, and scripts for handling any situation
SN  - 70601003
U1  - 658.812 BAC 
PY  - 2005///
CY  - New Delhi
PB  - Penguin Books
KW  - Management
N1  - Includes Index
ER  -