TY  - BOOK
AU  - Finch, Lloyd C
TI  - Call center success : essential skills for CSRs
SN  - 9788176495271
SN  - 105371
U1  - 658.812068 FIN 
PY  - 2000///
CY  - Menlo Park, Calif
PB  - Crisp Learning
KW  - Call centers
KW  - Telephone etiquette
N1  - Includes bibliographical references (p. 118-119)
ER  -