MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02356cam a2200361 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
14670810 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MACHS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20210413150429.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
061214s2007 caua 000 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2006101788 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780787987527 (cloth) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0787987522 (cloth) |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)ocm77048184 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)77048184 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
BAKER |
| -- |
BTCTA |
| -- |
C#P |
| -- |
DLC |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.B45 2007 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Berenbaum, Diane, |
| Dates associated with a name |
1956- |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
How to talk to customers : |
| Remainder of title |
create a great impression every time with MAGIC / |
| Statement of responsibility, etc. |
Diane Berenbaum, Tom Larkin. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
San Francisco : |
| Name of publisher, distributor, etc. |
Jossey-Bass, |
| Date of publication, distribution, etc. |
c2007. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
x, 209 p. : |
| Other physical details |
ill. ; |
| Dimensions |
25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Preface -- The essence of MAGIC -- What does MAGIC really mean? -- What are the benefits of MAGIC? -- MAGIC-It's your choice -- Releasing your MAGIC mind-set -- Create a climate for MAGIC relationships -- Build MAGIC relationships -- First steps -- Connect with empathy -- Build customer confidence -- MAGIC words and phrases -- Tragic words and phrases -- Express MAGIC accountability -- Voicemail -- Listening -- Get to the heart: what's the catchpoint? -- Moving on -- Close with the relationship in mind -- Assess your calls with MAGIC -- Handling complaints and difficult situations -- The world of MAGIC -- A culture of exceptional service -- The MAGIC coach -- MAGIC face-to-face -- The MAGIC of relationship selling -- MAGIC in collections and default negotiations -- MAGIC in real life -- Personal stories and lessons for life -- Some final thoughts -- Ackowledgments -- About the authors -- About communico ltd. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Interpersonal relations. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Larkin, Tom, |
| Dates associated with a name |
1953- |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/toc/ecip076/2006101788.html">http://www.loc.gov/catdir/toc/ecip076/2006101788.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy0741/2006101788-b.html">http://www.loc.gov/catdir/enhancements/fy0741/2006101788-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy0741/2006101788-d.html">http://www.loc.gov/catdir/enhancements/fy0741/2006101788-d.html</a> |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Books |
