TY  - BOOK
AU  - Brennan 
TI  - Proactive customer service : transforming your customer service department into a profit center 
SN  - 0814403727
U1  - 658.812 BRE 1997 
PY  - 1997///
CY  - New York
PB  - Amacom
KW  - Customer services
KW  - Management
ER  -