TY  - BOOK
AU  - Leppard, John
AU  - Molyneux, Liz
TI  - Auditing your customer service
SN  - 0415097320
U1  - 658.812 
PY  - 1994///
CY  - London: 
PB  - Routledge
KW  - basic product
KW  - benchmarking organisation tuning
KW  - customer service
ER  -