TY  - BOOK
TI  - NRAEF ManageFirst: customer service : competency guide 
SN  - 132283816
AV  - TX 925 .N38 2007 
PY  - 2007///
CY  - New Jersey
PB  - Pearson Prentice Hall
KW  - HOSPITALITY INDUSTRY -- CUSTOMER SERVICE
N1  - Includes index; Introduction -- Chapter 1. The importance of customer service to your business -- Chapter 2. Basic concepts for higher-quality customer service -- Chapter 3. Identifying customer expectations -- Chapter 4. Ensuring consistent service value -- Chapter 5. Ensuring profit
ER  -