Customer service : (Record no. 956)

MARC details
000 -LEADER
fixed length control field 00920cam a2200157 i 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781259252945 (alk. paper)
050 00 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF 5415.5
Item number LUC
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Lucas, Robert W.
245 10 - TITLE STATEMENT
Title Customer service :
Remainder of title skills for success /
250 ## - EDITION STATEMENT
Edition statement 6th ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. New York :
Name of publisher, distributor, etc. McGraw- Hill education ,
Date of publication, distribution, etc. c2015.
300 ## - PHYSICAL DESCRIPTION
Extent xxv, 436 pages :
Other physical details Illustrations ;
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note The profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services.
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Book
Holdings
Withdrawn status Lost status Damaged status Home library Current library Shelving location Date acquired Source of acquisition Total Checkouts Full call number Barcode Date last seen Price effective from Koha item type
      GIMPA Main GIMPA Main Reference Section 2018-01-24 Purchase   HF 5415.5 LUC 67307 2022-06-16 2023-02-23 Book

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