Handling angry & hostile customers / (Record no. 363792)
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000 -LEADER | |
---|---|
fixed length control field | 01043nam a22002537a 4500 |
003 - CONTROL NUMBER IDENTIFIER | |
control field | APU |
005 - DATE AND TIME OF LATEST TRANSACTION | |
control field | 20150729093051.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
fixed length control field | 150729b xxu||||| |||| 00| 0 eng d |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
International Standard Book Number | 9781882181261 (pbk.) |
040 ## - CATALOGING SOURCE | |
Original cataloging agency | APU |
Language of cataloging | eng |
Transcribing agency | APU |
Modifying agency | ANA |
050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
Classification number | HF5415.5 |
Item number | .B43 2011 |
100 1# - MAIN ENTRY--PERSONAL NAME | |
Personal name | Bednarz, Timothy F. |
9 (RLIN) | 33842 |
245 10 - TITLE STATEMENT | |
Title | Handling angry & hostile customers / |
Statement of responsibility, etc | Timothy F. Bednarz. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
Place of publication, distribution, etc | Stevens Point, WI : |
Name of publisher, distributor, etc | Majorium Business Press, |
Date of publication, distribution, etc | c2011. |
300 ## - PHYSICAL DESCRIPTION | |
Extent | 34 p. ; |
Dimensions | 24 cm. |
490 1# - SERIES STATEMENT | |
Series statement | Pinpoint customer service skill development training series. |
520 ## - SUMMARY, ETC. | |
Summary, etc | Handling Angry & Hostile Customers is a training guide that features eight training lessons, each presenting a unique concept, questions to facilitate comprehension and action plans to transfer learning to the working environment. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Customer services. |
9 (RLIN) | 3984 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Interpersonal communication. |
9 (RLIN) | 1375 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Conflict management. |
9 (RLIN) | 6805 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Anger. |
9 (RLIN) | 33843 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Hostility (Psychology) |
9 (RLIN) | 33844 |
942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
Source of classification or shelving scheme | |
Koha item type | Book |
Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Use restrictions | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Copy number | Cost, replacement price | Price effective from | Koha item type | Invoice number | PO number |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Not Withdrawn | Available | Not Damaged | No use restrictions | Available for loan | Book | APU Library | APU Library | Open Shelf | 29/07/2015 | GLOBAL BOOKS FRONTIER | 59.20 | HF5415.5 .B43 2011 c.1 | 00033381 | 29/07/2015 | 1 | 59.20 | 29/07/2015 | Staff Circulation | GB150431 | U-2015/04/0463 | ||
Not Withdrawn | Available | Not Damaged | No use restrictions | Available for loan | Book | APU Library | APU Library | Open Shelf | 29/07/2015 | GLOBAL BOOKS FRONTIER | 59.20 | HF5415.5 .B43 2011 c.2 | 00033382 | 29/07/2015 | 2 | 59.20 | 29/07/2015 | General Circulation | GB150431 | U-2015/04/0463 |