TY  - BOOK
AU  - Heppell,Michael
TI  - 5 star service: how to deliver exceptional customer service 
SN  - 9781292100203
AV  - HF5415.5 H466F 2015
PY  - 2015///
CY  - Harlow
PB  - Pearson Education
KW  - Customer services
KW  - Management
KW  - Consumer satisfaction
ER  -