MARC details
000 -LEADER |
fixed length control field |
03245cam a2200349 i 4500 |
001 - CONTROL NUMBER |
control field |
17642820 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
OSt |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20230131134014.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
130301s2013 nyua b 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
LC control number |
2013006925 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9780071809931 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
0071809937 (alk. paper) |
040 ## - CATALOGING SOURCE |
Original cataloging agency |
DLC |
Language of cataloging |
eng |
Transcribing agency |
DLC |
Description conventions |
rda |
Modifying agency |
DLC |
-- |
AOU |
042 ## - AUTHENTICATION CODE |
Authentication code |
pcc |
050 00 - LIBRARY OF CONGRESS CALL NUMBER |
Classification number |
HF5415.5 |
Item number |
.D175 2013 |
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
Classification number |
658.812 |
Edition number |
23 |
Item number |
Da Cu |
100 1# - MAIN ENTRY--PERSONAL NAME |
Personal name |
Dasu, Sriram. |
9 (RLIN) |
4833 |
245 14 - TITLE STATEMENT |
Title |
The customer service solution : |
Remainder of title |
managing emotions, trust, and control to win your customer's business / |
Statement of responsibility, etc. |
by Sriram Dasu and Richard Chase. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. |
Name of publisher, distributor, etc. |
McGraw-Hill Professional, |
Date of publication, distribution, etc. |
2013. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
xvi, 223 pages : |
Other physical details |
illustrations ; |
Dimensions |
24 cm |
504 ## - BIBLIOGRAPHY, ETC. NOTE |
Bibliography, etc. note |
Includes bibliographical references and index. |
520 ## - SUMMARY, ETC. |
Summary, etc. |
The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time.<br/><br/>In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty.<br/><br/>What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do.<br/><br/>With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales.<br/><br/>The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions.<br/><br/>This book will show you how to:<br/><br/>Shape and manage customer perceptions<br/>Understand implicit versus explicit outcomes<br/>Develop the roles of control and choice among buyers<br/>Design emotionally intelligent processes<br/>Build trust among customers<br/>Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. |
521 ## - TARGET AUDIENCE NOTE |
Source |
The online book link: |
521 ## - TARGET AUDIENCE NOTE |
Source |
https://www.amazon.com/Customer-Service-Solution-Managing-Customers/dp/0071809937/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1617524094&sr=1-1 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Customer relations. |
9 (RLIN) |
2448 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Customer services. |
9 (RLIN) |
2448 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Service industries |
General subdivision |
Management. |
9 (RLIN) |
4834 |
700 1# - ADDED ENTRY--PERSONAL NAME |
Personal name |
Chase, Richard B. |
9 (RLIN) |
4835 |
906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
a |
7 |
b |
cbc |
c |
orignew |
d |
1 |
e |
ecip |
f |
20 |
g |
y-gencatlg |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Source of classification or shelving scheme |
Dewey Decimal Classification |
Koha item type |
Books |