000 -LEADER |
fixed length control field |
03832nam a2200385 a 4500 |
001 - CONTROL NUMBER |
control field |
ebr10196929 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
CaPaEBR |
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION |
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 |
061030s2007 nyua s 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
Canceled/invalid LC control number |
2006036390 |
015 ## - NATIONAL BIBLIOGRAPHY NUMBER |
National bibliography number |
GBA711636 |
Source |
bnb |
016 7# - NATIONAL BIBLIOGRAPHIC AGENCY CONTROL NUMBER |
Canceled or invalid record control number |
013672016 |
Source |
Uk |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
Cancelled/invalid ISBN |
0071484213 (alk. paper) |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
Cancelled/invalid ISBN |
9780071484213 (alk. paper) |
035 ## - SYSTEM CONTROL NUMBER |
System control number |
(OCoLC)647676710 |
040 ## - CATALOGING SOURCE |
Original cataloging agency |
CaPaEBR |
Transcribing agency |
CaPaEBR |
050 14 - LIBRARY OF CONGRESS CALL NUMBER |
Classification number |
HF5415.5 |
Item number |
.G548 2007eb |
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
Classification number |
658.8/12 |
Edition number |
22 |
100 1# - MAIN ENTRY--PERSONAL NAME |
Personal name |
Glanz, Barbara A. |
9 (RLIN) |
13259 |
245 10 - TITLE STATEMENT |
Title |
Care packages for your customers |
Medium |
[electronic resource] : |
Remainder of title |
an idea a week to enhance customer service / |
Statement of responsibility, etc |
Barbara A. Glanz. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
Place of publication, distribution, etc |
New York : |
Name of publisher, distributor, etc |
McGraw-Hill, |
Date of publication, distribution, etc |
c2007. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
xxi, 201 p. : |
Other physical details |
ill. ; |
Dimensions |
21 cm. |
500 ## - GENERAL NOTE |
General note |
Includes index. |
505 0# - FORMATTED CONTENTS NOTE |
Formatted contents note |
Self assessment--How well are you currently doing in building customer loyalty? -- Weekly ideas -- Determine the lifetime value of a customer -- Remember the two levels of every interaction -- Don't take a customer's anger personally -- Surprise co-workers and internal customers with anonymous gifts -- Remember that everyone sees the world differently -- Value employees as "whole" persons -- Listen with your heart -- Reframe how you view mis-takes in your organization, Part one -- Reframe how you view mis-takes in your organization, Part two -- Decorate your cubicle or workspace with things that remind you of giving good service -- Celebrate the gift of life! -- Remember the concept of the emotional bank account, Part one -- Remember the concept of the emotional bank account, Part two -- Decorate hallways and walls with inspirational quotations and graphics -- Hold focus groups, Part one -- Hold focus groups, Part two -- Give yourself a hand -- Five loyalty builders -- Celebrate small wins -- Brainstorm ways you can enhance your customer's experience, Part one -- Brainstorm ways you can enhance your customer's experience, Part two -- Brainstorm ways you can enhance your customer's experience, Part three -- Focus on what you can do -- Have fun with stories -- You don't learn anything with your mouth open -- Beautiful people don't just happen -- Work on a community project -- Every customer is a gift -- Always anticipate the customer's needs -- Whenever you can, offer the customer options -- Inform the customer when you have gone out of your way for them -- Manage by wandering around -- Know why customers are unhappy with your organization -- Honor customer complaints -- Do just a little bit extra for each customer -- Take an employee to lunch -- Are you friendly? -- Think like a customer -- Four things customers want -- Manage from the heart -- The four steps to recovery -- Happy employees create happy customers -- Hold grapevine sessions -- Stay calm with a difficult customer -- A dilemma -- Create a human level database -- Use selective agreement -- Use an objective measurement to communicate the seriousness of the situation! -- Celebrate any good news you can find -- Have a "thank your customers day" -- Have a "thank your internal customers day" -- Add a personal signature to your work -- Conclusion: you have a choice! |
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 as entry element |
Customer loyalty. |
9 (RLIN) |
11800 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Customer services. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Customer relations. |
655 #7 - INDEX TERM--GENRE/FORM |
Genre/form data or focus term |
Electronic books. |
Source of term |
local |
-- |
74 |
710 2# - ADDED ENTRY--CORPORATE NAME |
Corporate name or jurisdiction name as entry element |
ebrary, Inc. |
9 (RLIN) |
75 |
856 40 - ELECTRONIC LOCATION AND ACCESS |
Uniform Resource Identifier |
<a href="http://site.ebrary.com/lib/kimke/Doc?id=10196929">http://site.ebrary.com/lib/kimke/Doc?id=10196929</a> |
Public note |
An electronic book accessible through the World Wide Web; click to view |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Source of classification or shelving scheme |
|
Item type |
e Book |