Telephone courtesy & customer service (Record no. 43261)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 00746nam a2200157Ia 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260716043238.0 |
| 080 ## - UNIVERSAL DECIMAL CLASSIFICATION NUMBER | |
| Universal Decimal Classification number | LRC 08.16.03 F492 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Finch, Lloyd C. |
| 245 ## - TITLE STATEMENT | |
| Title | Telephone courtesy & customer service |
| 250 ## - EDITION STATEMENT | |
| Edition statement | Rev. ed |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | Crisp Pub. |
| Place of publication, distribution, etc. | Menlo ParkUS |
| Date of publication, distribution, etc. | 1990 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | [2], ii, 68 p. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Reviews the basics for providing quality customer service. Examines 18 telephone techniques including: addressing the caller; answering the telephone; managing different caller behaviours e.g. talkativeness, and anger. Explains customer wants and needs, and emphasizes the importance of positive attitude. Provides guidelines for managing customer perceptions. |
| 583 ## - ACTION NOTE | |
| Time/date of action | 3/7/00 |
| Action agent | M2LMGR |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Monograph |
| Call number suffix | F492 |
| Call number prefix | LRC |
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