@book{110490,
	author = {Evenson, Renee, and ebrary, Inc.},
	title = {Customer service training 101},
	publisher = {AMACOM,},
	year = {c2005.},
	address = {New York :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10120166}
}