Managing knock your socks off service (Record no. 84599)
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000 -LEADER | |
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fixed length control field | 03062nam a2200373 a 4500 |
001 - CONTROL NUMBER | |
control field | 0000095444 |
005 - DATE AND TIME OF LATEST TRANSACTION | |
control field | 20171002054913.0 |
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
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 | 061006s2007 nyua sb 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
Canceled/invalid LC control number | 2006032974 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
Canceled/invalid ISBN | 0814473687 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
Canceled/invalid ISBN | 9780814473689 |
035 ## - SYSTEM CONTROL NUMBER | |
System control number | (CaPaEBR)ebr10196215 |
035 ## - SYSTEM CONTROL NUMBER | |
System control number | (OCoLC)162145671 |
040 ## - CATALOGING SOURCE | |
Original cataloging agency | CaPaEBR |
Transcribing agency | CaPaEBR |
050 14 - LIBRARY OF CONGRESS CALL NUMBER | |
Classification number | HF5415.5 |
Item number | .B436 2007eb |
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
Classification number | 658.8/12 |
Edition number | 22 |
100 1# - MAIN ENTRY--PERSONAL NAME | |
Personal name | Bell, Chip R. |
245 10 - TITLE STATEMENT | |
Title | Managing knock your socks off service |
Medium | [electronic resource] / |
Statement of responsibility, etc. | Chip R. Bell and Ron Zemke ; illustrations by John Bush. |
250 ## - EDITION STATEMENT | |
Edition statement | 2nd ed. / |
Remainder of edition statement | revisions by Chip R. Bell and Dave Zielinski. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
Place of publication, distribution, etc. | New York : |
Name of publisher, distributor, etc. | AMACOM, |
Date of publication, distribution, etc. | c2007. |
300 ## - PHYSICAL DESCRIPTION | |
Extent | viii, 232 p. : |
Other physical details | ill. |
504 ## - BIBLIOGRAPHY, ETC. NOTE | |
Bibliography, etc. note | Includes bibliographical references and index. |
505 0# - FORMATTED CONTENTS NOTE | |
Formatted contents note | Find and retain quality people -- Recruit creatively and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- "Emotionalizing" the yardstick : why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- The binding power of customer trust -- Little things mean a lot -- Build a service vision -- The power of purpose -- Getting your vision down on paper -- A service vision statement sampler -- Standards and norms : delivering on the service promise -- Make your service delivery system ETDBW (easy to do business with) -- Bad systems undermine good people -- Fix the system, not the people -- Measure and manage from the customer's point of view -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride ... and a focal part of your system -- Reinventing your service system -- Train and coach -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence, and commitment to customers -- Making training stick -- Thinking and acting like a coach -- Involve and empower -- Fostering "responsible freedom" on the front lines -- Removing the barriers to empowerment -- Recognize, reward, and celebrate -- Recognition and reward : fueling the fires of service success -- Feedback : breakfast, lunch, and dinner of champions -- The art of interpersonal feedback -- Celebrate success -- Your most important management mission : set the tone and lead the way -- Manager-employee trust : ground zero for service quality -- Observation is more powerful than conversation -- Great service leadership in action. |
533 ## - REPRODUCTION NOTE | |
Type of reproduction | Electronic reproduction. |
Place of reproduction | Palo Alto, Calif. : |
Agency responsible for reproduction | ebrary, |
Date of reproduction | 2013. |
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 entry element | Customer services. |
655 #7 - INDEX TERM--GENRE/FORM | |
Genre/form data or focus term | Electronic books. |
Source of term | local |
700 1# - ADDED ENTRY--PERSONAL NAME | |
Personal name | Zemke, Ron. |
700 1# - ADDED ENTRY--PERSONAL NAME | |
Personal name | Zielinski, David. |
710 2# - ADDED ENTRY--CORPORATE NAME | |
Corporate name or jurisdiction name as entry element | ebrary, Inc. |
856 40 - ELECTRONIC LOCATION AND ACCESS | |
Uniform Resource Identifier | <a href="http://site.ebrary.com/lib/daystar/Doc?id=10196215">http://site.ebrary.com/lib/daystar/Doc?id=10196215</a> |
Public note | An electronic book accessible through the World Wide Web; click to view |
908 ## - PUT COMMAND PARAMETER (RLIN) | |
Put command parameter | 170314 |
942 00 - ADDED ENTRY ELEMENTS (KOHA) | |
Koha item type | Electronic Book |
No items available.