Asia Pacific University Library catalogue


Handling angry & hostile customers / (Record no. 363792)

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
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Use restrictions Not for loan Collection code Home library Current library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