TY  - BOOK
AU  - Snow, Dennis
AU  - Yanovitch, Teri 
TI  - Unlieashing excellence: the complete guide to ultimate customer service
U1  - 658.812 SNO  
PY  - 2010///
CY  - New Delhi
PB  - Wiley India pvt ltd
N1  - Includes index 
ER  -