Customer Service : Skills for Success / (Record no. 194543)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01813aam a2200289 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | SPU |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20241025160300.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 190726b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781260092509 |
| Terms of availability | 1315 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | SPU |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | SPU_CHN |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF 5415.5 |
| Item number | L82C 2019 |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| 9 (RLIN) | 161251 |
| Personal name | Lucas, Robert W. |
| 245 ## - TITLE STATEMENT | |
| Title | Customer Service : Skills for Success / |
| Statement of responsibility, etc. | Robert W. Lucas |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 7th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2019 |
| Place of publication, distribution, etc. | New York : |
| Name of publisher, distributor, etc. | McGraw-Hill Education, |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxi, 453 p. : |
| Other physical details | ill. ; |
| Dimensions | 28 cm. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part One: Customer service interview: Barbara Tanzer, Owner, TBS group page 2-3 -- Chapter 1 The world of customer service page 4-49 -- Chapter 2 Contributing to the service culture page 50-93 -- Part Two: Customer service interview: Ginger marks, CEO, Calomar, LLC page 94-95 -- Chapter 3 Verbal communication skills page 96-133 -- Chapter 4 Nonverbal communication skills page 134-171 -- Chapter 5 Listening to the customer page 172-205 -- Part Three: Customer service interview: Venkatesh P. Nagalapadi, President, CFP physicians group 206-207 -- Chapter 6 Customer service and behavior page 208-239 -- Chapter 7 Service breakdowns and recovery page 240-289 -- Chapter 8 Customer service in a diverse world page 290-329 -- Chapter 9 Customer service via technology page 330-383 -- Part Four: Customer service interview: Richard Ulrych, Partner, Waterways Car Spa page 384-385 -- Chapter 10 Encouraging customer loyalty page 386-434 |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 46742 |
| Topical term or geographic name entry element | CUSTOMER SERVICES |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 119138 |
| Topical term or geographic name entry element | CUSTOMER SERVICES |
| General subdivision | STUDY AND TEACHING |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 57365 |
| Topical term or geographic name entry element | CUSTOMER SERVICES |
| General subdivision | MANAGEMENT |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 51318 |
| Topical term or geographic name entry element | CUSTOMER RELATIONS |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| 9 (RLIN) | 56042 |
| Topical term or geographic name entry element | CUSTOMER RELATIONS |
| General subdivision | MANAGEMENT |
| 850 ## - HOLDING INSTITUTION | |
| Holding institution | SPU |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | General Book |
| 998 ## - STAFF NAME (SPU) | |
| ผู้ลงรายการ | monthira 260719 |
| ผู้วิเคราะห์รายการ | monthira 260719 |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Available | General Books (THAI) | SPU Library, Chonburi campus | SPU Library, Chonburi campus | Floor 4: General Shelves (FOREIGN LANGUAGE) | 26/07/2019 | 1315.00 | HF 5415.5 L82C 2019 | B009101 | 08/11/2024 | 26/07/2019 | General Book |