Customer service: building successful skills for the twenty-first century. / (Record no. 2511)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01167nam a22001817a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 121112t xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0072938056 |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5.L831 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Lucas W. Robert |
| 245 ## - TITLE STATEMENT | |
| Title | Customer service: building successful skills for the twenty-first century. / |
| Statement of responsibility, etc. | Robert W. Lucas |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 3rd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Boston: |
| Name of publisher, distributor, etc. | McGraw Hill, |
| Date of publication, distribution, etc. | c2005. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xvi, 416 p.: |
| Other physical details | ill.; |
| Dimensions | 25cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents: The Profession: What is customer service? -- Contribution to the service culture -- Skills for success: Positive verbal communication -- Nonverbal communication in customer service -- Listening to the customer -- Customer service and behavior -- Handling difficult customer encounters -- Customer service in a diverse world -- Customer service via technology -- Self-help skills: Managing your stress -- Managing your time -- Enhancing customer relationships -- Encouraging customer loyalty -- Service recovery -- Customer service for the twenty-first century -- Focusing on the future -- Appendix: Reader's customer service survey. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term following geographic name entry element | Customer service |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent location | Current location | Shelving location | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
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| WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | Reference | 11/12/2012 | HF5415.5.L831 | 6513/12 | 11/12/2012 | 11/12/2012 | Books |