@inbook{56792841, author={Erin R. Holmes and Leigh Ann Bynum}, editor={Desselle, Shane P. and Zgarrick, David P. and Alston, Greg L.}, title={Chapter 13. Customer Service}, booktitle={Pharmacy Management: Essentials for All Practice Settings, 3e}, publisher={The McGraw-Hill Companies}, address={New York, NY}, year={2012}, url={accesspharmacy.mhmedical.com/content.aspx?aid=56792841} }