Delivering knock your socks off service / (Record no. 32888)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02906nam a22002897a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240819110024.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 240819b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0814473652 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780814473658 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MMU |
| Transcribing agency | MMU |
| Modifying agency | MMU |
| Language of cataloging | eng |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5 |
| Item number | .A53 2007 |
| 082 00 - 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) | 1298 |
| 245 10 - TITLE STATEMENT | |
| Title | Delivering knock your socks off service / |
| Statement of responsibility, etc. | Performance Research Associates. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | New York : |
| Name of publisher, distributor, etc. | AMACOM, 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 | 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. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services. |
| 9 (RLIN) | 714 |
| 740 0# - ADDED ENTRY--UNCONTROLLED RELATED/ANALYTICAL TITLE | |
| Uncontrolled related/analytical title | Performance Research Associates' Delivering knock your socks off service. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Table of contents only |
| Uniform Resource Identifier | <a href="http://www.loc.gov/catdir/toc/ecip0615/2006018854.html">http://www.loc.gov/catdir/toc/ecip0615/2006018854.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | L |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Source of acquisition | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Maasai Mara University Library -Main Campus | Maasai Mara University Library -Main Campus | 08/19/2024 | Purchased | HF5415.5 .A53 2007 | 24040112 | 08/19/2024 | 08/19/2024 | L |