| 000 | 01705cam a2200337 i 4500 | ||
|---|---|---|---|
| 001 | 17971195 | ||
| 005 | 20240425140356.0 | ||
| 008 | 131213s2015 nyua b 001 0 eng | ||
| 010 | _a 2013046975 | ||
| 020 | _a9780073545462 (alk. paper) | ||
| 020 | _a0073545465 (alk. paper) | ||
| 040 |
_aDLC _beng _cCUoM _erda _dDLC |
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| 042 | _apcc | ||
| 050 | 0 | 0 |
_aHF5415.5 _b.L83 2015 |
| 082 | 0 | 0 |
_a658.812 LUC _223 |
| 100 | 1 | _aLucas, Robert W. | |
| 245 | 1 | 0 |
_aCustomer service : _bskills for success / _cRobert W. Lucas, Robert W. Lucas. |
| 250 | _aSixth Edition. | ||
| 264 | 1 |
_aNew York : _bMcGraw-Hill Education, _c2015. |
|
| 300 |
_axxv, 436 pages : _bcolor illustrations ; _c27 cm |
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| 336 |
_atext _2rdacontent |
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| 337 |
_aunmediated _2rdamedia |
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| 338 |
_avolume _2rdacarrier |
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| 504 | _aIncludes bibliographical references (pages 423-425) and index. | ||
| 505 | 0 | _aThe profession -- The customer service profession -- Contributing to the service culture -- Skills for success -- Verbal communication skills -- Nonverbal communication skills -- Listening to the customer -- Building and maintaining relationships -- Customer service and behavior -- Service breakdowns and service recovery -- Customer service in a diverse world -- Customer service via technology -- Encouraging customer loyalty -- Appendix -- Glossary -- Notes -- Bibliography -- Credits -- Index. | |
| 650 | 0 | _aCustomer services. | |
| 856 | _uhttp://41.59.100.242:80/cgi-bin/koha/opac-retrieve-file.pl?id=fffe57e304abf2cc0e63a51c06248a4e | ||
| 906 |
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| 999 |
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