00453nam a2200145Ia 4500008004100000020001800041041000800059082001700067100006000084245010700144250000600251260002900257300001300286650000800299210716s2012    xx            000 0 und d  a9788131785928  aeng  a658.812 GOED  aGoetsch, David L; Davis, Stanley B; Mukherjee, Jaydeep.  aEffective customer service: ten steps for technical professions.bTen steps for technical professions.  a1  aNew DelhibPearsonc2012  axvii,292  aCRM