MARC details
| 000 -LEADER |
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| fixed length control field |
03855cam a2200589 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
ocn761697317 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20240829122608.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
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| fixed length control field |
m d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr unu|||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
111121s2008 maua o 000 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2010281570 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
UMI |
| Language of cataloging |
eng |
| Description conventions |
pn |
| Transcribing agency |
UMI |
| Modifying agency |
N$T |
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OCLCQ |
| -- |
TEFOD |
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OCLCQ |
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OCLCF |
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N$T |
| -- |
TEFOD |
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OCLCQ |
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AGLDB |
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VNS |
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OCLCQ |
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VTS |
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UAB |
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AU@ |
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UKAHL |
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VT2 |
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CEF |
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OCLCO |
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OCLCQ |
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OCLCO |
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OCLCQ |
| 019 ## - |
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| -- |
648226212 |
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847232216 |
| -- |
1103280152 |
| -- |
1129346880 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781599964355 |
| Qualifying information |
(electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
159996435X |
| Qualifying information |
(electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781599961514 |
| Qualifying information |
(electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
1599961512 |
| Qualifying information |
(electronic bk.) |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
320136 |
| -- |
(N$T) |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)761697317 |
| Canceled/invalid control number |
(OCoLC)648226212 |
| -- |
(OCoLC)847232216 |
| -- |
(OCoLC)1103280152 |
| -- |
(OCoLC)1129346880 |
| 037 ## - SOURCE OF ACQUISITION |
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| Stock number |
CL0500000118 |
| Source of stock number/acquisition |
Safari Books Online |
| 037 ## - SOURCE OF ACQUISITION |
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| Stock number |
5955114C-F6BB-42FF-AF18-1E11DCD2720F |
| Source of stock number/acquisition |
OverDrive, Inc. |
| Note |
http://www.overdrive.com |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
BUS |
| Subject category code subdivision |
018000 |
| Source |
bisacsh |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition number |
22 |
| 049 ## - LOCAL HOLDINGS (OCLC) |
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| Holding library |
MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Friedman, Nancy J. |
| 9 (RLIN) |
606108 |
| 245 10 - TITLE STATEMENT |
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| Title |
How to get your customers swearing by you, not at you : |
| Remainder of title |
telephone doctor's guide to customer service training / |
| Statement of responsibility, etc. |
Nancy Friedman. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Amherst, Mass. : |
| Name of publisher, distributor, etc. |
HRD Press, |
| Date of publication, distribution, etc. |
©2008. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
1 online resource (xx, 153 pages) : |
| Other physical details |
illustrations |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
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| Media type term |
computer |
| Media type code |
c |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
online resource |
| Carrier type code |
cr |
| Source |
rdacarrier |
| 588 0# - SOURCE OF DESCRIPTION NOTE |
|---|
| Source of description note |
Print version record. |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. How to Get Customers Swearing by You, Not at You is an invaluable source of customer service material, tips and ideas all geared toward keeping the customers you worked so hard to get. The book is highly readable, the suggestions are easily adapted and the information is serious, yet presented in a lighthearted manner. Step by step, the "Telephone Doctor" walks you through the process of creating a formal customer service training program. Topics include barriers to training, management involvement, content, budgets and costs, icebreakers, workbooks, role playing, lecturing, questions, problem attendees, classroom evaluations, testing and more. Throughout the book, the author offers short commentaries on aspects of training and customer service that will help you look at the subject in a fresh, new light. How to Get Customers Swearing by You, Not at You covers a lot of ground. But it is all common sense and will empower you to create your own customer service training program and make it as basic or elaborate as you wish. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
Added to collection customer.56279.3 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 9 (RLIN) |
1220 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Employees |
| General subdivision |
Training of. |
| 9 (RLIN) |
193175 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Telephone etiquette. |
| 9 (RLIN) |
447596 |
| 650 #2 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Inservice Training |
| 9 (RLIN) |
126299 |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service à la clientèle. |
| 9 (RLIN) |
263177 |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Personnel |
| General subdivision |
Formation. |
| 9 (RLIN) |
224891 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS |
| General subdivision |
Customer Relations. |
| Source of heading or term |
bisacsh |
| 9 (RLIN) |
114565 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| Source of heading or term |
fast |
| 9 (RLIN) |
1220 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Employees |
| General subdivision |
Training of |
| Source of heading or term |
fast |
| 9 (RLIN) |
193175 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Telephone etiquette |
| Source of heading or term |
fast |
| 9 (RLIN) |
447596 |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Print version: |
| Main entry heading |
Friedman, Nancy J. |
| Title |
How to get your customers swearing by you, not at you. |
| Place, publisher, and date of publication |
Amherst, Mass. : HRD Press, ©2008 |
| International Standard Book Number |
9781599961514 |
| Record control number |
(DLC) 2010281570 |
| -- |
(OCoLC)550365174 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
EBSCOhost |
| Uniform Resource Identifier |
<a href="https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=320136">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=320136</a> |
| 938 ## - |
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Askews and Holts Library Services |
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ASKH |
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AH20156717 |
| 938 ## - |
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EBSCOhost |
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EBSC |
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320136 |
| 994 ## - |
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92 |
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N$T |