Knapp, Donna, author
A guide to customer service skills for the help desk professional
Course Technology, Cengage Learning, 2011
 Buku Teks SO
Lucas, Robert W., author
Customer service : skills for success
McGrow-Hill, 2015
 Buku Teks
Knapp, Donna, author
A guide to Service desk concepts / Donna Knapp
Course Tecnology Cengage, 2014
 Buku Teks
Loughary, John W., author
Helping others help themselves a guide to connseling skills
McGraw-Hill, 1979
 Buku Teks
Lucas, Robert W., author
Customer service : building successful skills for the twenty-first century
McGraw-Hill, 2005
 Buku Teks
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