| 000 -LEADER |
|---|
| fixed length control field |
02847nam a2200265 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
vtls002385560 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MY-SjTCS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200306154020.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
110218s2002 a 000 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0538725273 |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
|---|
| Level of rules in bibliographic description |
201406111229 |
| Level of effort used to assign nonsubject heading access points |
patrick |
| Level of effort used to assign subject headings |
201102181418 |
| Level of effort used to assign classification |
VLOAD |
| -- |
200407271936 |
| -- |
VLOAD |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Item number |
FOR |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Forde, John E. |
| 9 (RLIN) |
205789 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Customer relations & rapport / |
| Statement of responsibility, etc. |
author : Dr. John E. Forde |
| 246 3# - VARYING FORM OF TITLE |
|---|
| Title proper/short title |
Customer relations and rapport |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Australia : |
| Name of publisher, distributor, etc. |
South-Western/Thompson Learning, |
| Date of publication, distribution, etc. |
c2002. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xi, 126 p. : |
| Other physical details |
ill. ; |
| Dimensions |
23 cm. |
| 440 #0 - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Professional development series |
| 9 (RLIN) |
205790 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
- 6. Maximizing feedback channels. General research principles. Individual communication, committees/boards, and focus groups. Suggestion boxes and surveys. Incoming mail and electronic mail. Incoming telephone calls. Media content analysis. Secret shoppers. Reporting and using results. - 7. Handling customer complaints. The impact of unknown complaints. Promoting complaint channels and policies. Accepting complaints. Developing solutions. Delegating and following up. Using complaints as research. - 8. Incorporating public relations and marketing. Definitions of public relations and marketing. Differences between public relations and marketing. Stereotypes of public relations and marketing. The four-step public relations process. Public relations and marketing functions. Public relations and marketingchannels. The impact on customer relations. - Case studies. - Endnotes. - Online resources. - Post-assessment activity. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Preface. - Pre-assessment activity. - 1. Customer service versus customer relations. Customer service and customer relations. Customers and clients. Business relationships in a democratic society. Organizational customer relations philosophies. Customer service and honesty. - 2. Employee responsibilities in customer relations. Employee orientation programs. Employee training in customer relations. Training in product and service benefits. Financial and policy concerns. Employee cross training. Employee accountability. Employee sense of ownership. - 3. Applying communication skills. The communication process. Communication channels. The diffusion process. Information overload. Importance of speaking. Nonverbal communication cues. Effective writing. Consistent messages. - 4. Emphasizing telephone expertise. Basic telephone skills. Incoming calls--live. Incoming calls--voice mail. Phone trees. Returning calls. Cellular calls. - 5. Integrating newtechnologies. Electronic mail use. Web sites. Presentation software. Teleconferences. Loudspeakers, intercoms, and radios. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
Business Studies : 9707 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations. |
| 9 (RLIN) |
202123 |
| 920 ## - Programme |
|---|
| Programme |
CAL : 87711 |
| 921 ## - Programme |
|---|
| Programme |
TCHT : 622488, 622596 |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha biblionumber |
24136 |
| Koha biblioitemnumber |
24136 |
