MARC details
| 000 -LEADER |
|---|
| fixed length control field |
03016nam a2200349 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
ebr10196215 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
CaPaEBR |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
|---|
| fixed length control field |
m u |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
|---|
| fixed length control field |
cr cn||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
061006s2007 nyua sb 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| Canceled/invalid LC control number |
2006032974 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
0814473687 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9780814473689 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
CaPaEBR |
| Transcribing agency |
CaPaEBR |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)162145671 |
| 050 14 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.B436 2007eb |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bell, Chip R. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing knock your socks off service |
| Medium |
[electronic resource] / |
| Statement of responsibility, etc. |
Chip R. Bell and Ron Zemke ; illustrations by John Bush. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. / |
| Remainder of edition statement |
revisions by Chip R. Bell and Dave Zielinski. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
AMACOM, |
| Date of publication, distribution, etc. |
c2007. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
viii, 232 p. : |
| Other physical details |
ill. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Find and retain quality people -- Recruit creatively and hire carefully -- Paying attention to employee retention -- Keeping your best and brightest -- Know your customers intimately -- "Emotionalizing" the yardstick : why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- The binding power of customer trust -- Little things mean a lot -- Build a service vision -- The power of purpose -- Getting your vision down on paper -- A service vision statement sampler -- Standards and norms : delivering on the service promise -- Make your service delivery system ETDBW (easy to do business with) -- Bad systems undermine good people -- Fix the system, not the people -- Measure and manage from the customer's point of view -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride ... and a focal part of your system -- Reinventing your service system -- Train and coach -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence, and commitment to customers -- Making training stick -- Thinking and acting like a coach -- Involve and empower -- Fostering "responsible freedom" on the front lines -- Removing the barriers to empowerment -- Recognize, reward, and celebrate -- Recognition and reward : fueling the fires of service success -- Feedback : breakfast, lunch, and dinner of champions -- The art of interpersonal feedback -- Celebrate success -- Your most important management mission : set the tone and lead the way -- Manager-employee trust : ground zero for service quality -- Observation is more powerful than conversation -- Great service leadership in action. |
| 533 ## - REPRODUCTION NOTE |
|---|
| Type of reproduction |
Electronic reproduction. |
| Place of reproduction |
Palo Alto, Calif. : |
| Agency responsible for reproduction |
ebrary, |
| Date of reproduction |
2013. |
| Note about reproduction |
Available via World Wide Web. |
| -- |
Access may be limited to ebrary affiliated libraries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 655 #7 - INDEX TERM--GENRE/FORM |
|---|
| Genre/form data or focus term |
Electronic books. |
| Source of term |
local |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zemke, Ron. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zielinski, David. |
| 710 2# - ADDED ENTRY--CORPORATE NAME |
|---|
| Corporate name or jurisdiction name as entry element |
ebrary, Inc. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="http://site.ebrary.com/lib/welingkar/Doc?id=10196215">http://site.ebrary.com/lib/welingkar/Doc?id=10196215</a> |
| Public note |
An electronic book accessible through the World Wide Web; click to view |
