Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization. / (Record no. 2396)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01977cam a2200289 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1933794 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20210414114143.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 860930s1987 cau b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 86021399 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1555420273 (alk. paper) |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | DLC |
| Transcribing agency | DLC |
| Modifying agency | DLC |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5.D47 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8/12 |
| Edition number | 19 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Desatnick, Robert L. |
| 245 10 - TITLE STATEMENT | |
| Title | Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization. / |
| Statement of responsibility, etc. | Robert L. Desatnick. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | San Francisco : |
| Name of publisher, distributor, etc. | Jossey-Bass, |
| Date of publication, distribution, etc. | 1987. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xvi, 163 p. ; |
| Dimensions | 24 cm. |
| 440 #4 - SERIES STATEMENT/ADDED ENTRY--TITLE | |
| Title | The Jossey-Bass management series |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Bibliography: p. 155-158. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents: Customer service: the real competitive edge -- Customer relations mirror employee relations: developing effective human resource practices -- Building the customer-oriented work force: recruiting,hiring and orienting employees -- Establishing and maintaining high standards for customer service -- Effective employee training: making a visible difference for the customer -- Appraising customer service performance: identifying problems and finding solutions -- Motivating and rewarding customer service excellence: the manager's role -- Measuring customer service results -- Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strenghtening and measuring customer service performance: A: A Job description for a training director -- B: A Sample employee opinion survey -- C: An Exit interview questionnaire -- Examples of customer opinion surveys -- A Sample of an internal client survey -- F: Management climate and leadership effectiveness survey results -- G: Some general management skills suggestion. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer relations. |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) | |
| a | 7 |
| b | cbc |
| c | orignew |
| d | 1 |
| e | ocip |
| f | 19 |
| g | y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | Reference | 08/10/2012 | HF5415.5.D47 | 6158/12 | 08/10/2012 | 08/10/2012 | Books |