TY  - BOOK
AU  - Knapp, Donna.
TI  - A guide to customer service skills for the service desk professional
SN  - 978 1 285 06358 4
U1  - CIR 004.0688 K72g 2015 
PY  - 2015///
CY  - Boston, USA
PB  - Cengage learning, 
KW  - Computer service industry
KW  - Vocational guidance
KW  - Computer industry
KW  - Customer services
KW  - Computer technical support
N1  - Includes appendix, glossary and index
ER  -