MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02161nam a2200205Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
150210s9999 xx 000 0 und d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781580624589 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Ford, Lisa |
| 9 (RLIN) |
16816 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Exceptional customer service : |
| Remainder of title |
going beyond your good service to exceed the customer's expectation |
| Statement of responsibility, etc |
Lisa Ford,David McNair and Bill Perry |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Name of publisher, distributor, etc |
Viva Books Private Ltd. |
| Place of publication, distribution, etc |
New Delhi |
| Date of publication, distribution, etc |
2009 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
195 p. |
| Other physical details |
Paper |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Great day to get started --<br/>Aerobicize your program : why everyone isn't doing customer service --<br/>Plot thickens : learning to plot your path to service stardom --<br/>Mirror, mirror : a self assessment --<br/>Let's talk about me : things you can do! --<br/>Hello and goodbye : first and last impressions --<br/>Service with heart : the personal touch --<br/>Telephone skills : the circular call --<br/>Customer right-eousness : dealing with the challenging ones --<br/>Customer feedback : are you hungry? --<br/>Technology and e-commerce : enhancer or inhibitor --<br/>Lights, camera, action : service stars |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.<br/><br/>With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service.<br/><br/>In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.<br/><br/>When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer service |
| 9 (RLIN) |
16817 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
McNair, David |
| 9 (RLIN) |
16818 |
|
|---|
| Personal name |
Perry, Bill |
| 9 (RLIN) |
16819 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Item type |
Book |
