| 000 -LEADER |
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| fixed length control field |
04313cam a22003618a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
150507s2016 nyu 001 0 eng |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780814436240 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| Cancelled/invalid ISBN |
9780814436257 (ebook) |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| AUTHENTICATION CODE |
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| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| Item number |
.M173 2015 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8/12 |
| Edition number |
23 |
| SYSTEM CONTROL NUMBER |
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| System control number |
(IMchF)fol15680054 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126101009.0 |
| CONTROL NUMBER |
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| control field |
62970 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Martins, Flavio |
| TITLE STATEMENT |
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| Title |
Win the customer : |
| Remainder of title |
70 simple rules for sensational service |
| Statement of responsibility, etc |
Flavio Martins |
| PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
1506 |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
New York : |
| Name of publisher, distributor, etc |
AMACOM American Management Association, |
| Date of publication, distribution, etc |
c2016. |
| VARYING FORM OF TITLE |
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| Title proper/short title |
Win the customer : seventy simple rules for sensational service |
| PHYSICAL DESCRIPTION |
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| Extent |
xii, 228 p. ; |
| Dimensions |
22 cm. |
| GENERAL NOTE |
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| General note |
Includes index. |
| SUMMARY, ETC. |
|---|
| Summary, etc |
Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. |
| FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Cover; Title; Contents; Introduction; Rule 1 Be Prepared to Break Traditional Rules; Rule 2 Create the Right Culture for Service; Rule 3 Learn How to Update Your Customer; Rule 4 Serve People, Not Shareholders; Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing; Rule 6 Learn Something New Every Day; Rule 7 Compete Only Against Yourself; Rule 8 Stop Overthinking Customer Service; Rule 9 Ask Yourself These Two Critical Questions Every Day; Rule 10 Find a Way to Say Yes Even When the Answer Is No; Rule 11 Love Your Critics Rule 12 Create Your Dos and Don'ts of ServiceRule 13 Exploit Your Customer's Pain Points, but Never Exploit Your Customers; Rule 14 Don't Be Zappos to Your Jack Welch Customers; Rule 15 Make Your Customer Service a Human Interaction; Rule 16 Micromanage Every Day; Rule 17 Do Customer Service on Day One of the Job; Rule 18 Be the Worst on Your Team; Rule 19 Forget the Golden Rule; Rule 20 Map a Clear Journey to Great Customer Service; Rule 21 Do a 60-Second Customer Experience Evaluation; Rule 22 Develop 20/20 Vision for Exceptional Customer Service Rule 23 Accept That You Can't Please EveryoneRule 24 See Yourself as a Customer Service Leader; Rule 25 Use Positive Words to Win Customers; Rule 26 Learn to Deal with Fulfillment Problems; Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose; Rule 28 Eliminate Three Words from Your Vocabulary; Rule 29 Be Lovable to Your Customers; Rule 30 Cure Yourself of the ""Between 11 and 5"" Syndrome; Rule 31 Don't Rush Technology to Fix Service Problems; Rule 32 Embrace Your Service Imperfections; Rule 33 Customers Are Not Always Right, but They Are Always Customers Rule 34 Change How You Think About Customer ServiceRule 35 Really Get to Know Your Customers; Rule 36 Teach Your People to Engage with Customers; Rule 37 Create a Manifesto for Service; Rule 38 Take Care of Employees so They'll Take Care of Customers; Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action; Rule 40 Customer Experience Is More Important than Advertising; Rule 41 Make Consistency a Critical Customer Metric; Rule 42 Make Sure Your People Take Care of Themselves; Rule 43 Dispel Customers' Fear of Customer Service Rule 44 Learn How to Earn Your Customer's LoyaltyRule 45 Forget Mission Statements; Create Action Statements; Rule 46 Get the CEO Interacting with Customers; Rule 47 Learn to Obsess over Customers; Rule 48 Define Customer Focus for Your Company; Rule 49 Let Data Drive More Informed Service; Rule 50 Focus on the Value of Great Service Experience; Rule 51 Make Customer Service a Daily Priority; Rule 52 Shift from Reactive to Proactive Service; Rule 53 Get Social and Personal with Customers; Rule 54 Stop Creating Conflicts for Customer Service. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Customer services |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Consumer satisfaction |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS / Industrial Management |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS / Management Science |
| Source of heading or term |
sears |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS / Organizational Behavior |
| Source of heading or term |
sears |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |