000 -LEADER |
fixed length control field |
03293nam a22003854a 4500 |
001 - CONTROL NUMBER |
control field |
vtls003163809 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
MY-SjTCS |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20200226112743.0 |
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
fixed length control field |
m u |
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
fixed length control field |
cr cn||||||||| |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
100712s2007 nyua sb 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
Canceled/invalid LC control number |
2006-018854 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
Canceled/invalid ISBN |
0814473652 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
Canceled/invalid ISBN |
9780814473658 |
035 ## - SYSTEM CONTROL NUMBER |
System control number |
(CaPaEBR)ebr10196169 |
039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
-- |
201007121347 |
-- |
VLOAD |
040 ## - CATALOGING SOURCE |
Original cataloging agency |
CaPaEBR |
Transcribing agency |
CaPaEBR |
050 14 - LIBRARY OF CONGRESS CALL NUMBER |
Classification number |
HF5415.5 |
Item number |
.A53 2007eb |
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
Classification number |
658.8/12 |
Edition number |
22 |
110 2# - MAIN ENTRY--CORPORATE NAME |
Corporate name or jurisdiction name as entry element |
Performance Associates, Inc. |
9 (RLIN) |
40095 |
245 10 - TITLE STATEMENT |
Title |
Delivering knock your socks off service |
Medium |
[electronic resource] / |
Statement of responsibility, etc. |
Performance Research Associates. |
250 ## - EDITION STATEMENT |
Edition statement |
4th ed. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. |
Place of publication, distribution, etc. |
New York : |
Name of publisher, distributor, etc. |
American Management Association, |
Date of publication, distribution, etc. |
c2007. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
viii, 199 p. : |
Other physical details |
ill. ; |
Dimensions |
23 cm. |
500 ## - GENERAL NOTE |
General note |
Title of 3rd edition: Performance Research Associates' Delivering knock your socks off service. |
504 ## - BIBLIOGRAPHY, ETC. NOTE |
Bibliography, etc. note |
Includes bibliographical references (p. 194) and index. |
505 0# - FORMATTED CONTENTS NOTE |
Formatted contents note |
The fundamental principles of knock your socks off service -- The only unbreakable rule: to the customer you are the company -- Know what knock your socks off service is -- Knock your socks off service is: reliable -- Knock your socks off service is: responsive -- Knock your socks off service is: re-assuring -- Knock your socks off service is: tangibles -- Knock your socks off service is: empathetic -- The customer is always? the customer -- The how to's of knock your socks off service -- Honesty is the only policy -- All rules were meant to be broken (including this one) -- Creating trust in an insecure, suspicious world -- Do the right thing? regardless -- Listening is a skill ? use it -- Ask intelligent questions -- Winning words and soothing phrases -- Facts for face-to-face -- Tips for telephone talk -- Putting pen to paper or fingers to keyboard -- Putting your best e-mail forward -- Serving customers around the globe -- The generational divide -- Delivering seamless socks off service -- Co-workers as partners: communicating across functions -- Exceptional service is in the details -- Good selling is good service? Good service is good selling -- Never underestimate the value of a sincere thank-you -- The problem-solving side of knock your socks off service -- Be a fantastic fixer -- Use the well-placed "I'm sorry?" -- Service recovery expectations -- Service recovery and the Internet -- Fix the person -- Fair-fax the problem -- Customers from hell are customers too -- Customers from hell hall of shame -- Knock your socks off service fitness: taking care of you -- Master the art of calm -- Keep it professional -- The competence principle: always be learning -- Party hearty. |
529 ## - |
-- |
TSLHHL |
533 ## - REPRODUCTION NOTE |
Type of reproduction |
Electronic reproduction. |
Place of reproduction |
Palo Alto, Calif. : |
Agency responsible for reproduction |
ebrary, |
Date of reproduction |
2009. |
Note about reproduction |
Available via World Wide Web. |
-- |
Access may be limited to ebrary affiliated libraries. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Customer services. |
655 #7 - INDEX TERM--GENRE/FORM |
Genre/form data or focus term |
Electronic books. |
Source of term |
local |
710 2# - ADDED ENTRY--CORPORATE NAME |
Corporate name or jurisdiction name as entry element |
ebrary, Inc. |
9 (RLIN) |
25628 |
740 0# - ADDED ENTRY--UNCONTROLLED RELATED/ANALYTICAL TITLE |
Uncontrolled related/analytical title |
Performance Research Associates' Delivering knock your socks off service. |
856 40 - ELECTRONIC LOCATION AND ACCESS |
Uniform Resource Identifier |
http://ezproxy.taylors.edu.my/login?url=http://site.ebrary.com/lib/taylorscollege/Doc?id=10196169 |
Public note |
An electronic book accessible through the World Wide Web; click to view |
999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
Koha biblionumber |
98798 |
Koha biblioitemnumber |
98798 |