| 000 -LEADER |
|---|
| fixed length control field |
01862cam a2200241 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
vtls002745660 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MY-SjTCS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200306154432.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
110218s2003 njua b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0130967459 |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
|---|
| Level of rules in bibliographic description |
201910021041 |
| Level of effort used to assign nonsubject heading access points |
shuhada |
| Level of effort used to assign subject headings |
201907101226 |
| Level of effort used to assign classification |
shuhada |
| Level of effort used to assign subject headings |
201102181245 |
| Level of effort used to assign classification |
VLOAD |
| -- |
200407271953 |
| -- |
VLOAD |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
647.94 |
| Item number |
MAR |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Martin, William B. |
| 9 (RLIN) |
4859 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Providing quality service : |
| Remainder of title |
what every hospitality service provider needs to know / |
| Statement of responsibility, etc. |
William B. Martin. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Upper Saddle River, N.J. : |
| Name of publisher, distributor, etc. |
Prentice Hall, |
| Date of publication, distribution, etc. |
c2003. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xvii, 167 p. : |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references (p. 161-162) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
I. Customer service fundamentals - providing hospitality at its best : 1. Winning with the customer. 2. The nature of customer service 3. The two types of customers 4. Defining "quality" in quality service II. The system side of service- providing that procedural touch : 5. Timing is everything 6. Getting in the flow 7. An-tic-i-pa-tion 8. Communicate, communicate, communicate 9. Feedback-Food for success 10. Tobe or not to be accommodating? III. The human side of service providing that personal touch : 11. The four basic customer service needs 12. It's all about attitude 13. Words that sting - words that soothe 14. The joy of surprises - providing the unexpected 15. Lending a helping hand 16. Selling that sells 17. The challenge of gracious problem solving 18. The challenge of the difficult guest. IV. Self-assessment-What have you learned? : Test your knowledge - a true-false test. Test your skill-the service provider self-assessment scale. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry. |
| 9 (RLIN) |
201686 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry |
| General subdivision |
Management. |
| 9 (RLIN) |
5110 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality industry |
| General subdivision |
Customer services. |
| 9 (RLIN) |
11707 |
| 920 ## - Programme |
|---|
| Programme |
TCHT : 622919 |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha biblionumber |
28647 |
| Koha biblioitemnumber |
28647 |
