MARC details
| 000 -LEADER |
|---|
| fixed length control field |
03385cam a2200517 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
ocn642351979 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20240617103058.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
100614s2011 paua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2010023892 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780749457051 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0749457058 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780749453510 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0749453516 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)642351979 |
| 037 ## - SOURCE OF ACQUISITION |
|---|
| Source of stock number/acquisition |
Kogan Page Ltd, C/O Ingram Pub Services 1 Ingram Blvd, LA Vergne, TN, USA, 37086 |
| Note |
SAN 631-8630 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Modifying agency |
YDX |
| -- |
YDXCP |
| -- |
CDX |
| -- |
BWX |
| -- |
BDX |
| -- |
OCLCF |
| -- |
OCLCQ |
| -- |
NZAUC |
| -- |
SFR |
| -- |
CNCLB |
| -- |
OCLCO |
| -- |
OCLCL |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.C6635 2011 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 COO |
| Edition number |
22 |
| 084 ## - OTHER CLASSIFICATION NUMBER |
|---|
| Classification number |
F713.55 |
| Number source |
clc |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Cook, Sarah, |
| Dates associated with a name |
1955- |
| Real World Object URI |
https://id.oclc.org/worldcat/entity/E39PCjCpDrrr6GVrWCdHPJhjyb |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Customer care excellence : |
| Remainder of title |
how to create an effective customer focus / |
| Statement of responsibility, etc. |
Sarah Cook. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
6th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
London ; |
| -- |
Philadelphia : |
| Name of publisher, distributor, etc. |
Kogan Page, |
| Date of publication, distribution, etc. |
2011. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
viii, 278 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
24 cm |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Media type code |
n |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Carrier type code |
nc |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
An introduction to customer care -- How managers need to drive and support a service strategy -- Listening to customers -- Implementing a service excellence strategy -- Empowerment and ownership -- The internal customer -- Training and development for customer service -- Communications -- Recognition and reward -- Sustaining a customer focus. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
"With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer service, the author explains how gaining customer commitment and motivating employees to deliver excellent service can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service, illustrated with examples from Virgin, Tesco and eBay. With clear diagrams and each chapter ending with an action checklist, Customer Care Excellence is an up-to-date guide to maintaining quality customer service."--Publisher description. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management. |
| 650 #2 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total Quality Management |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service �a la client�ele. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Qualit�e totale. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations. |
| Source of heading or term |
fast |
| Authority record control number or standard number |
(OCoLC)fst00885533 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| Source of heading or term |
fast |
| Authority record control number or standard number |
(OCoLC)fst00885545 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management. |
| Source of heading or term |
fast |
| Authority record control number or standard number |
(OCoLC)fst01153015 |
| 758 ## - RESOURCE IDENTIFIER |
|---|
| Relationship information |
has work: |
| Label |
Customer care excellence (Text) |
| Real World Object URI |
https://id.oclc.org/worldcat/entity/E39PCFXxFQVtV9v63CjjmMDb7d |
| Relationship |
https://id.oclc.org/worldcat/ontology/hasWork |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-b.html">http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-d.html">http://catdir.loc.gov/catdir/enhancements/fy1114/2010023892-d.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Books |
| Suppress in OPAC |
No |
| 948 ## - LOCAL PROCESSING INFORMATION (OCLC); SERIES PART DESIGNATOR (RLIN) |
|---|
| h (OCLC) |
NO HOLDINGS IN GHUCC - 111 OTHER HOLDINGS |
