MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01980nam a2200349 a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
020110s2001 ie 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
186076164X |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781860761645: |
| Terms of availability |
£16.95 |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJSU |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
K |
| Source |
thema |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Daffy, Chris. |
| 9 (RLIN) |
27756 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Once a customer always a customer : |
| Remainder of title |
how to deliver customer service that creates customers for life / |
| Statement of responsibility, etc. |
Chris Daffy. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Rev. 3rd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Dublin : |
| Name of publisher, distributor, etc. |
Oak Tree, |
| Date of publication, distribution, etc. |
[2001] |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiii, 292 p. : |
| Other physical details |
ill. ; |
| Dimensions |
25 cm. ; |
| Accompanying material |
pbk. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 2# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Introduction: Back to the Future -- The Need for Customer Obsession -- Customers Are the Business -- Lifetime Customer Value and Loyalty -- Predictable - and Manageable - Customer Reactions to Service -- Delighted Customers -- Managing Customer Perceptions -- Getting Customer Feedback -- Employees Are Also Customers -- Customer Care Strategies, Systems and Standards -- Customer Care and Leadership -- From Success to Failure: The Danger of Complacency -- Bottom-line Benefits of Customer Care -- From Words to Action -- Finding the Funding -- E-Service.com -- Conclusion: Just Do It! --Epilogue: Let's Talk |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
In this revised third edition, which includes a new chapter on e-service. Chris Daffy provides practical advice and real-world examples from Europe, the US and elsewhere on service strategies and techniques that will make you famous for service. |
| 534 ## - ORIGINAL VERSION NOTE |
|---|
| Main entry of original |
Previous ed.: 1999. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| a |
10.00 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| Form subdivision |
Handbooks, manuals, etc |
| 9 (RLIN) |
72662 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations. |
| 9 (RLIN) |
2748 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Business and Management. |
| Source of heading or term |
ukslc |
| 9 (RLIN) |
31536 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| Source of heading or term |
thema |
| 9 (RLIN) |
2749 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Economics, finance, business & management |
| Source of heading or term |
thema |
| 9 (RLIN) |
33395 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| a |
170301 |
| 903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
|---|
| a |
MARS |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10208720 |
| b |
multi |
| c |
- |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Suppress in OPAC |
0 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Operator's initials, OID (RLIN) |
3 |
| Cataloger's initials, CIN (RLIN) |
040423 |
| First Date, FD (RLIN) |
m |
| Local |
a |
| -- |
- |
| -- |
0 |