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1

Finch, Lloyd C. Telephone courtesy & client service. Crisp Publications, 1987.

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2

Oftel. Telephone service in 1993. Oftel, 1993.

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3

Finch, Lloyd C. Telephone courtesy & customer service. Crisp Publications, 1987.

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4

Finch, Lloyd. Telephone courtesy & client service. Crisp Publications, 1987.

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5

Finch, Lloyd C. Telephone courtesy & customer service. 2nd ed. Crisp Publications, 1990.

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6

Varcasia, Cecilia. Business and Service Telephone Conversations. Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137286185.

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7

Becker, Dennis. Customer service and the telephone. Irwin Professional Pub./Mirror Press, 1994.

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8

Edinburgh Women's Rape and Sexual Abuse Centre. North Edinburgh Telephone Helpline Service. [Edinburgh Women's Rape and Sexual Abuse Centre], 2002.

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9

Library of Congress. Congressional Research Service, ed. Lifeline telephone service: Federal activity and controversies. Congressional Research Service, Library of Congress, 1988.

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10

Library of Congress. Congressional Research Service, ed. Lifeline telephone service: Federal activity and controversies. Congressional Research Service, Library of Congress, 1988.

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11

Arthur Young & Company. New York Public Service Commission, New York Telephone special services cost study. Arthur Young, Utilities Consulting Group, 1988.

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12

United States. Internal Revenue Service. Telephone Systems Management Team., ed. Taxpayer service toll-free telephone program. 3rd ed. Dept. of the Treasury, Internal Revenue Service, 1986.

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13

New York (State). Legislature. Assembly. Standing Committee on Local Governments., ed. Public hearing--911 emergency telephone service. Associated Reporters Int'l., 1999.

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14

United States. Internal Revenue Service. Telephone Systems Management Team, ed. Taxpayer service toll-free telephone program. 3rd ed. Dept. of the Treasury, Internal Revenue Service, 1986.

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15

Anderson, Kristin. Great customer service on the telephone. AMACOM, American Management Association, 1992.

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16

United States. Internal Revenue Service. Telephone Systems Management Team., ed. Taxpayer service toll-free telephone program. 3rd ed. Dept. of the Treasury, Internal Revenue Service, 1986.

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17

New Jersey. Governor's Management Review Commission. Operational review of 800 telephone service. The Commission, 1993.

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18

Graniere, Robert J. Interstate basic service elements: Effects on the prices of message toll service and plain old telephone service. National Regulatory Research Institute, 1991.

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19

Service, United States Internal Revenue. Computer services telephone directory. 3rd ed. The Service], 1987.

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20

United States. General Accounting Office., ed. Telephone communications: Issues affecting rural telephone service : report to congressional requesters. GAO, 1987.

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21

United States. General Accounting Office., ed. Telephone communications: Issues affecting rural telephone service : report to congressional requesters. GAO, 1987.

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22

United States. General Accounting Office., ed. Telephone communications: Issues affecting rural telephone service : report to congressional requesters. GAO, 1987.

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23

Barrett, Sherry L. Keep them calling!: Superior service on the telephone. American Media Publishing, 1996.

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24

Public Service Commission of Maryland. Report of the Public Service Commission of Maryland about telephone lifeline service. The Commission, 1988.

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25

New York (State). Legislature. Assembly. Committee on Corporations, Authorities, and Commissions. Notice of public hearing on internet telephone service, Voice Over Internet (VoIP). C. Herbst, Office of the Official Reporter, 2004.

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26

Minnesota. Dept. of Public Service., ed. Report to the Legislature: Universal service in Minnesota. The Dept., 1996.

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27

Centre, International Telecom. Public telephones, internet access, international fax service, phone cards. [s.n.], 2000.

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28

New York (State). Legislature. Assembly. Standing Committee on Local Governments., ed. Public hearing on 911 emergency telephone service. Associated Reporters Int'l., 2001.

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29

Yates, Rochelle. A librarian's guide to telephone reference service. Library Professional Publications, 1986.

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30

Office, General Accounting. Telephone communications: The FCC's monitoring of residential telephone service : report to congressional requesters. The Office, 1986.

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31

Office, General Accounting. Telephone communications: The FCC's monitoring of residential telephone service : report to congressional requesters. The Office, 1986.

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32

Office, General Accounting. Telephone communications: The FCC's monitoring of residential telephone service : report to congressional requesters. The Office, 1986.

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33

Commission, Minnesota Public Utilities, ed. Report on the elimination of four-party service in the state. The Commission, 1992.

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34

Ho Chi Minh City (Vietnam). Bưu điện., ed. Cả̂m nang chỉ dã̂n gọi điện thoại trong và ngoài nước =: Inland and international telephone guide. Bưu điện Thành phó̂ Hò̂ Chí Minh, 1992.

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35

California. Legislature. Senate. Committee on Energy and Public Utilities. Hearing on local and long distance telephone "flexibility" and "social contract" rate regulation: Santa Monica City Hall, Santa Monica, California, December 1, 1987. Joint Publications, State Capitol, 1987.

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36

Michael, Whelan, ed. After divestiture: What the AT&T settlement means for business and residential telephone service. Knowledge Industry Publications, 1985.

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37

Telecom Regulatory Authority of India., ed. Consultation paper No. 99/6 on issues relating to cellular mobile service: Synopsis of comments received. Telecom Regulatory Authority of India, 2000.

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38

General, Ireland Office of the Comptroller and Auditor. Management of telephone facilities in the civil service. Stationery Office, 1995.

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39

Minnesota. Dept. of Administration., ed. 9-1-1 emergency telephone service progress report. Dept. of Administration, 2001.

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40

United States. Internal Revenue Service. Telephone Systems Management Team, ed. TOLL-FREE: Taxpayer service toll-free telephone program. Dept. of the Treasury, Internal Revenue Service, 1988.

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41

United States. Internal Revenue Service. Telephone Systems Management Team., ed. TOLL-FREE: Taxpayer service toll-free telephone program. Dept. of the Treasury, Internal Revenue Service, 1988.

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42

United States. Social Security Administration, ed. Social Security, 24-Hour Telephone Service, March 1999. s.n., 1999.

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43

United States. Internal Revenue Service. Telephone Systems Management Team., ed. TOLL-FREE: Taxpayer service toll-free telephone program. Dept. of the Treasury, Internal Revenue Service, 1988.

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44

United States. Internal Revenue Service. Telephone Systems Management Team, ed. TOLL-FREE: Taxpayer service toll-free telephone program. Dept. of the Treasury, Internal Revenue Service, 1988.

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45

United States. Social Security Administration., ed. Social Security, 24-Hour Telephone Service, March 1999. s.n., 1999.

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46

United States. Internal Revenue Service. Telephone Systems Management Team., ed. TOLL-FREE: Taxpayer service toll-free telephone program. Dept. of the Treasury, Internal Revenue Service, 1988.

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47

United States. Social Security Administration., ed. Social Security, 24-Hour Telephone Service, March 1999. s.n., 1999.

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48

M, Lee Alfred. Competition in the local exchange telephone service market. U.S. Dept. of Commerce, National Telecommunications and Information Administration, 1987.

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49

Borrows, John D. Universal service in the United States: Dimensions of the debate. The National Regulatory Research Institute, 1994.

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50

O'Brien, Paul C. New England Telephone: "one hundred and ten years of service". Newcomen Society of the United States, 1993.

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