| 000 -LEADER | |
|---|---|
| fixed length control field | 01803cam a2200361 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 36283 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | AE-DuAU |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20241127173626.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 111031s2012 enka b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2011045182 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780749465308 (pbk.) : |
| Terms of availability | 44.95 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0749465301 (pbk.) : |
| Terms of availability | 44.95 |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.52 |
| Item number | .C66 2012 |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (OCLC) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | HF 5415.52 .C66 2012 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Cook, Sarah. |
| 9 (RLIN) | 129449 |
| 245 10 - TITLE STATEMENT | |
| Title | Complaint management excellence : |
| Remainder of title | creating customer loyalty through service recovery / |
| Statement of responsibility, etc | Sarah Cook. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | London ; |
| -- | Philadelphia : |
| Name of publisher, distributor, etc | Kogan Page, |
| Date of publication, distribution, etc | c2012. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | ix, 192 p. : |
| Other physical details | ill. ; |
| Dimensions | 24 cm. |
| 336 ## - CONTENT TYPE | |
| Source | rdacontent |
| Content Type Term | text |
| Content Type Code | txt |
| 337 ## - MEDIA TYPE | |
| Source | rdamedia |
| Media Type Term | unmediated |
| Media Type Code | n |
| 338 ## - CARRIER TYPE | |
| Source | rdacarrier |
| Carrier Type Term | volume |
| Carrier Type Code | nc |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Complaints as opportunities -- Encouraging dissatisfied customers to voice their complaints -- What people look for when they complain -- Customer-management strategy and its implementation -- Communication styles and emotional intelligence -- The skills and behaviours needed for dealing effectively with complaints -- Recording and thoroughly investigating complaints -- Conciliation, mediation and arbitration -- Making improvements as a result of complaints -- Creating an environment that promotes high performance -- Complaint handling and culture change. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Consumer complaints. |
| 9 (RLIN) | 129451 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer loyalty. |
| 9 (RLIN) | 129453 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services. |
| 9 (RLIN) | 129455 |
| 852 1# - LOCATION/CALL NUMBER | |
| -- | P44.95usd |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | |
| b | 07-29-12 |
| c | 07-22-12 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | audmc |
| Operator's initials, OID (RLIN) | 07-22-12 |
| Cataloger's initials, CIN (RLIN) | m |
| First Date, FD (RLIN) | a |
| -- | - |
| -- | eng |
| -- | enk |
| -- | 0 |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| g | 0 |
| i | 5070585 |
| j | 0 |
| l | audmc |
| o | - |
| p | 165.19 |
| q | - |
| r | - |
| s | - |
| t | 1 |
| u | 3 |
| v | 2 |
| w | 3 |
| x | 0 |
| y | i14039151 |
| z | 07-22-12 |
| Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Total Checkouts | Total Renewals | Full call number | Barcode | Date last seen | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | American University in Dubai | American University in Dubai | Main Collection | 2012-07-22 | 165.19 | 3 | 2 | HF 5415.52 .C66 2012 | 5070585 | 2023-11-08 | 165.19 | 2015-07-25 | Books |