@book{243460,
	author = {Collier, Marsha. and ebrary, Inc.},
	title = {The ultimate online customer service guide},
	publisher = {John Wiley & Sons,},
	year = {c2011.},
	address = {Hoboken, N.J. :},
	note = {Includes index.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10438374}
}