TY  - BOOK
ED  - Performance Associates, Inc.
TI  - Delivering knock your socks off service
SN  - 9780814417553 (pbk.)
U1  - 658.812 
PY  - 2012///
CY  - New York
PB  - American Management Association
KW  - Customer services
N1  - Includes index; "20th anniversary edition."
ER  -