@book{22664,
	author = {Bailey, Keith, and Leland, Karen.},
	title = {Customer service for dummies /},
	publisher = {IDG Books Worldwide,},
	year = {c1995.},
	address = {Foster City, CA :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/enhancements/fy0607/95081423-b.html}
}