Knapp, Donna <br/><br/>
A guide  to customer service skills: for the service desk professonal/ 
Donna Knapp. 
 - Third edition. 
 - United States:  Course Technology, Cengage Learning;  2011. 
 - xix, 488 pages.:  illustrations;  24 cm. 
<br/><br/><label>ISBN: </label>9780538748537  Paperback (pbk) 
<br/><br/><label>Dewey Class. No.: </label>004.0688 KNAP