| 000 -LEADER |
|---|
| fixed length control field |
02844cam a2200373 i 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
17613628 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20150123165558.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
130204s2013 nyu 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2013000067 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780770435608 [hardbound] |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Description conventions |
rda |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Cockerell, Lee |
| 245 14 - TITLE STATEMENT |
|---|
| Title |
The customer rules : |
| Remainder of title |
the 39 essential rules for delivering sensational service / |
| Statement of responsibility, etc |
Lee Cockerell |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
First edition |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
New York : |
| Name of publisher, distributor, etc |
Crown Business, |
| Date of publication, distribution, etc |
c2013. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiv, 189 pages ; |
| Dimensions |
21cm |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type |
volume |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes index |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: Rule #1 Customer service is not a department -- Rule #2 You win customers one at a time and lose them a thousand at a time -- Rule #3 Great service follows the law of gravity -- Rule #4 Don't get bored with the basics -- Rule #5 Ask yourself, "what would mom do?" -- Rule #6 Be an ecologist -- Rule #7 Look sharp -- Rule #8 Always act like a professional -- Rule #9 Hire the best cast -- Rule #10 Be your own Shakespeare -- Rule #11 Become and expert at creating experts -- Rule #12 Rehearse, rehearse, rehearse -- Rule #13 Expect more to get more -- Rule #14 Treat customers the way you'd treat your loved ones -- Rule #15 Be like a bee -- Rule #16 Knowing the truth, the whole truth, and nothing but the truth -- Rule #17 Listen up -- Rule #18 Be a copycat -- Rule #19 Fish where the fisherman ain't -- Rule #20 Be a wordsmith-language matters -- Rule #21 Make yourself available -- Rule #22 Always be the giving one -- Rule #23 If they say what they want horses, give them a motorcar -- Rule #24 Don't just make promises, make guarantees -- Rule #25 Treat every customer like a regular -- Rule #26 Serve to win -- Rule #27 Make asap your standard deadline -- Rule #28 Know the difference between needs and wants -- Rule #29 Have a geek in your team -- Rule #30 Be relentless about details -- Rule #31 Be reliable -- Rule #32 Don't give the responsibility without the authority -- Rule #33 Never, ever argue with a customer -- Rule #34 Never say NO-except "NO PROBLEM" -- Rule #35 Be flexible -- Rule #36 Apologize like you really mean it -- Rule # 37 Surprise them with something extra -- Rule #38 Keep doing better -- Rule #39 don't try too hard |
| 541 ## - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Source of acquisition |
Amazon.com |
| Purchase price |
653.85 |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
English |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| 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 |
|
| Type of record |
Reference (MAIN) |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Encoded by |
kim[new] |
| Date encoded |
09/25/2014 |
