Customer care : (Record no. 138)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02408cam a2200373 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 18307933 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | BD-DhUISL |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20191125113432.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140918s2010 enka b 001 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2014427845 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781843345701 (pbk.) |
| International Standard Book Number | 1843345706 (pbk.) |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)ocn503046677 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | YDXCP |
| Transcribing agency | YDXCP |
| Modifying agency | CDX |
| -- | ESU |
| -- | CGU |
| -- | VP@ |
| -- | LML |
| -- | FDA |
| -- | MEUBL |
| -- | BTCTA |
| -- | BDX |
| -- | OCLCF |
| -- | S4S |
| -- | DLC |
| -- | BD-DhUISL |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | lccopycat |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | Z711 |
| Item number | .G315 2010 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 025.5 |
| Edition number | 23 |
| Item number | DAG 2010 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Gannon-Leary, Pat. |
| 245 10 - TITLE STATEMENT | |
| Title | Customer care : |
| Remainder of title | a training manual for library staff / |
| Statement of responsibility, etc. | Pat Gannon-Leary and Michael D. McCarthy. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | Oxford, UK : |
| Name of publisher, distributor, etc. | Chandos Pub., |
| Date of publication, distribution, etc. | 2010. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xix, 242 p. : |
| Other physical details | ill. ; |
| Dimensions | 24 cm. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Chandos information professional series |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Preparation -- The introduction -- What is customer service? -- Who are our customers? : the customer service chain -- Communication -- Questioning and active listening -- Handling complaints -- Dealing with challenging situations -- Life positions and the OK Corral : being more confident and assertive -- Suggestions for improvement -- Teambuilding -- What are we good at, and what is our future? : action planning -- Wrapping it up -- Conclusion. |
| 520 8# - SUMMARY, ETC. | |
| Summary, etc. | Annotation |
| Expansion of summary note | The book provides a detailed customer care course suitable for delivery to library staff at all levels. It can be used as a stand-alone, reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. As it relies heavily on facilitation techniques, the training may not necessarily be delivered by staff responsible for staff training and development but can be delivered by a cross-departmental team of facilitators. This empowers these staff and gives them both skills and development opportunities. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Public services (Libraries) |
| Topical term or geographic name as entry element | Libraries |
| General subdivision | Customer services. |
| Topical term or geographic name as entry element | Library employees |
| General subdivision | In-service training. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | McCarthy, Michael D. |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE | |
| Uniform title | Chandos information professional series. |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) | |
| a | 7 |
| b | cbc |
| c | copycat |
| d | 2 |
| e | ncip |
| f | 20 |
| g | y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | Books |
| Price effective from | Date last seen | Permanent Location | Not for loan | Date acquired | Source of classification or shelving scheme | Koha item type | Lost status | Withdrawn status | Copy number | Source of acquisition | Collection code | Damaged status | Shelving location | Barcode | Current Location | Full call number |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2019-11-25 | 2019-11-25 | Dept. of Information Science and Library Management, University of Dhaka | 2013-09-29 | Books | 01 | Transferred from DU Central Library | Non Fiction | General Stacks | 0403 | Dept. of Information Science and Library Management, University of Dhaka | 025.5 DAG 2010 |