Client Service Excellence : (Record no. 98912)
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| 000 -LEADER | |
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| fixed length control field | 06413nam a22004573i 4500 |
| 001 - CONTROL NUMBER | |
| control field | EBC3544795 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | MiAaPQ |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240729125931.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
| fixed length control field | m o d | |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr cnu|||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 240724s2010 xx o ||||0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781869222222 |
| Qualifying information | (electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Canceled/invalid ISBN | 9781869221591 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (MiAaPQ)EBC3544795 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (Au-PeEL)EBL3544795 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (CaPaEBR)ebr11082491 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (CaONFJC)MIL436840 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)843003411 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MiAaPQ |
| Language of cataloging | eng |
| Description conventions | rda |
| -- | pn |
| Transcribing agency | MiAaPQ |
| Modifying agency | MiAaPQ |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5.O88 2010 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | O'Sullivan, Larry. |
| 245 10 - TITLE STATEMENT | |
| Title | Client Service Excellence : |
| Remainder of title | The 10 Commandments. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st ed. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Place of production, publication, distribution, manufacture | Randburg : |
| Name of producer, publisher, distributor, manufacturer | Knowres Publishing, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2010. |
| 264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Date of production, publication, distribution, manufacture, or copyright notice | ©2010. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource (351 pages) |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Content type code | txt |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | computer |
| Media type code | c |
| Source | rdamedia |
| 338 ## - CARRIER TYPE | |
| Carrier type term | online resource |
| Carrier type code | cr |
| Source | rdacarrier |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Cover -- Copyright -- TABLE OF CONTENTS -- ABOUT THE AUTHOR -- FOREWORD -- PREFACE -- INTRODUCTION -- CHAPTER 1 YOU DON'T HAVE TO BE A GURU - JUST LIVE LIKE ONE -- YOUR INHERENT QUALITIES -- IS THE CLIENT NUMBER ONE? -- YOU (PTY) LTD -- BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS -- FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS -- CHAPTER 2 WHAT WORKS FOR YOU? -- NO TWO PEOPLE WORK EXACTLY THE SAME -- ACQUIRING THE "TOOLS" FOR THE JOB -- START YOUR OWN TOOLBOX -- GET INTO THE HABIT OF USING YOUR "TOOLS" -- EXPERIENCES WILL BECOME YOUR EDUCATION -- NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE -- CHAPTER 3 FIRST IMPRESSIONS - LAST IMPRESSIONS -- FIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP -- A POSITIVE SELF-IMAGE AND SELF-ESTEEM -- RE-EXAMINE THE WAY YOU WORK -- YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT -- THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ... -- CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE? -- DEFINITION OF CLIENT SERVICE EXCELLENCE -- THE BASICS OF CLIENT SERVICE EXCELLENCE -- WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE? -- THE 6Cs MODEL - THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE -- THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE -- PUT YOURSELF IN THE CLIENT'S SHOES -- REFERRAL OF BUSINESS -- THE SPRINT OR MARATHON SERVICE MODEL -- KNOWLEDGE IS POWER -- CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS -- FACTORS THAT LEAD TO CLIENT LOYALTY AND RETENTION -- THE COST OF RETAINING CLIENTS -- CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE -- FOR EVERY ROADBLOCK THERE IS A DETOUR -- ELIMINATION OF BARRIERS -- EMPOWER THE PEOPLE -- BARRIERS IN OTHER FORMS -- CHAPTER 7 A SUPPORT BASE -- YOUR PERSONAL SUPPORT STAFF -- MANAGEMENT -- REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS -- SYSTEMS OF SUPPORT. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCE -- PRINCIPLE NUMBER 1: SEE THE BIG PICTURE -- PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT -- PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM -- CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE -- THE 10 COMMANDMENTS AT WORK -- HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS -- CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE -- HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE -- POSITIVE AND HELPFUL ATTITUDE -- TAKING RESPONSIBILITY -- COMMUNICATION - STAY IN THE LOOP -- A POSITIVE AND HELPFUL ATTITUDE - GENERAL ISSUES -- TEAMWORK -- ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL? -- CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES -- PERSONAL AND BUSINESS ETHICS -- YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE -- ADDING A PERSONAL TOUCH -- YOUR WORD SHOULD BE YOUR BOND -- WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY? -- CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE -- LIVE THE BRAND -- SOLUTIONS, NOT EXCUSES -- DEALING WITH MISTAKES -- MAKE THE CALL NOW -- FLEXIBILITY -- DON'T ACCEPT MEDIOCRITY -- CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE -- HOW FAR IS THE EXTRA MILE? -- THE SMALL THINGS COUNT -- THE EXTRA DEGREE -- SERVE WITH GRACE -- CHAPTER 14 COMMANDMENT NUMBER FIVE: BE A WORLD-CLASS LISTENER -- LISTEN BEFORE YOU SPEAK OR ACT -- CLIENTS TELL YOU WHAT THEY WANT … LISTEN TO THEM -- SEIZE THE OPPORTUNITY -- CLARIFY AND CONFIRM -- CHAPTER 15 COMMANDMENT NUMBER SIX: BEST ADVICE, BEST VALUE -- HAVE A "CAN-DO ATTITUDE" -- BEWARE THE PITFALLS OF ADDING VALUE -- WHAT REAL VALUE CAN YOU OFFER? -- IS YOUR BEHAVIOUR ETHICAL? -- CHAPTER 16 COMMANDMENT NUMBER SEVEN: DO WHAT YOU SAY YOU ARE GOING TO DO -- ARE YOU ALL TALK AND NO ACTION? -- DELIVER MORE THAN YOU PROMISE. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | WALK THE TALK -- CHAPTER 17 COMMANDMENT NUMBER EIGHT: STAY IN CONSTANT CONTACT -- CONSTANT COMMUNICATION -- TAKING CALLS AFTER HOURS -- FOLLOW UP WITH THE CLIENT -- FACE TIME WITH THE CLIENT -- CHAPTER 18 COMMANDMENT NUMBER NINE: IMPORTANCE AND UNIQUENESS -- DON'T TAKE CLIENTS FOR GRANTED -- KEEP NOTES ON THE CLIENT -- KIDS ARE THE CLIENTS OF THE FUTURE -- PLAY THE NAME GAME -- RESPECT -- BE ABLE TO CONVERSE ON ANY TOPIC -- DON'T BE LATE -- WARMTH AND SINCERITY -- MAKE TIME FOR CLIENTS -- CHAPTER 19 COMMANDMENT NUMBER TEN: TREAT THE CLIENT AS YOU LIKE TO BE TREATED -- WHAT YOU SOW, SO SHALL YOU REAP -- WHAT GOES AROUND … COMES AROUND -- CHAPTER 20 DEALING WITH ANGRY OR UPSET CLIENTS -- Tips for Dealing with Angry or Upset Clients -- CHAPTER 21 TIPS ON E-MAIL COMMUNICATION -- APPENDIX 1 BRIEF GUIDE TO SIGNING UP OR LANDING THE CLIENT -- FOLLOWING UP ON LEADS -- MAKING CONTACT WITH THE CLIENT -- THE FIRST MEETING - STICK TO THE BASICS -- FOLLOW-UP/PROCESS -- DELIVER -- HANDOVER PROCESS -- REFERENCES AND RECOMMENDED READING -- INDEX. |
| 588 ## - SOURCE OF DESCRIPTION NOTE | |
| Source of description note | Description based on publisher supplied metadata and other sources. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer relations -- Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 655 #4 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Print version: |
| Main entry heading | O’Sullivan, Larry |
| Title | Client Service Excellence |
| Place, publisher, and date of publication | Randburg : Knowres Publishing,c2010 |
| International Standard Book Number | 9781869221591 |
| 797 2# - LOCAL ADDED ENTRY--CORPORATE NAME (RLIN) | |
| Corporate name or jurisdiction name as entry element | ProQuest (Firm) |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=3544795">https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=3544795</a> |
| Public note | Click to View |
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