MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02087 a2200181 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
121001b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
978-0471642329 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
STANLY A. BROWN |
| 9 (RLIN) |
4507 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
BREAKTHROUGH CUSTOMER SERVICE: |
| Remainder of title |
BEST PRACTICES OF LEADERS IN CUSTOMER SUPPORT |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Date of publication, distribution, etc |
1997 |
| Place of publication, distribution, etc |
JOHN WILEY |
| Name of publisher, distributor, etc |
MISSISSAUGA |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
XVII, 434 P. |
| Other physical details |
HARD |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results." |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
CUSTOMER SERVICE |
| 9 (RLIN) |
4508 |
|
|---|
| Topical term or geographic name as entry element |
CRM |
| 9 (RLIN) |
4509 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Item type |
Book |
