APA
Carlaw P., Deming V. K., . (1999). The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers. New York, N.Y: McGraw-Hill.
Chicago
Carlaw Peggy, Deming Vasudha Kathleen, . 1999. The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers. New York, N.Y: McGraw-Hill.
Harvard
Carlaw P., Deming V. K., . (1999). The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers. New York, N.Y: McGraw-Hill.
MLA
Carlaw Peggy, Deming Vasudha Kathleen, . The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers. New York, N.Y: McGraw-Hill. 1999.