000 00274nam a2200121Ia 4500
008 230321s9999 xx 000 0 und d
082 _bRAO
100 _aRao, B. Nagesware
245 0 _aCustomer service excellence
260 _bKanishka
_c2005
300 _a477
942 _cBK
999 _c5617
_d5617