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The customer service solution : (Record no. 377)

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
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection Home library Current library Shelving location Date acquired Source of acquisition Inventory number Total Checkouts Full call number Barcode Date last seen Price effective from Koha item type
    Dewey Decimal Classification     Business Studies Bahrain Bahrain BAS-MKT 21.01.2021 Bookcase 3000000351   658.812 Da Cu 3000000351 13.02.2023 21.01.2021 Books