<?xml version="1.0"?>

 <rdf:Description xmlns:rdf="http://www.w3.org/1999/02/22-rdf-syntax-ns#" xmlns:dc="http://purl.org/dc/elements/1.1/">
  <dc:title>101 ways to improve customer service : training, tools, tips and techniques /</dc:title>
  <dc:creator>
   Ukens, Lorraine L.
  </dc:creator>
  <dc:type>text</dc:type>
  <dc:publisher>New York : John Wiley,</dc:publisher>
  <dc:date>2007</dc:date>
  <dc:language>   </dc:language>
  <dc:subject>CUSTOMER SERVICES</dc:subject>
  <dc:identifier>URN:ISBN:9780787982003</dc:identifier>
</rdf:Description>