Customers craft : (Record no. 12331)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02211 am a22003257a 4500 |
| 001 - CONTROL NUMBER | |
| control field | ocm0333463420 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 961113 1989 000 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0333463420 |
| 029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | T17999 |
| 029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | T18000 |
| 040 ## - CATALOGING SOURCE | |
| Modifying agency | OCoLC |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| 110 2# - MAIN ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Hotel and Catering Training Company. |
| 9 (RLIN) | 27963 |
| 245 10 - TITLE STATEMENT | |
| Title | Customers craft : |
| Remainder of title | keeping the customer satisfied / |
| Statement of responsibility, etc. | Hotel and Catering Training Company. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | London : |
| Name of publisher, distributor, etc. | Macmillan, |
| Date of publication, distribution, etc. | 1989. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | v, 82 p. : |
| Other physical details | ill. ; |
| Dimensions | 30 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | What is customercraft? -- Customercraft and you -- Becoming better at customercraft 1 -- Becoming better at customercraft 2 -- You as a customer -- Customers are important; you are important -- Your customers -- Who are your customers 1? -- Who are your customers 2? -- What do your customers want? -- Your place of work -- What you need to know about your place of work 1 -- What you need to know about your place of work 2 -- What you need to know about your locality -- Knowing yourself -- Taking a look at yourself 1 -- Taking a look at yourself 2 -- The kind of person you are 1 -- The kind of person you are 2 -- What you are saying -- Body language 1 -- Body language 2 -- Listening -- Questions -- Speaking 1 -- Speaking 2 -- On the telephone 1 -- On the telephone 2 -- Writing messages -- Writing letters -- Other aspects of communication -- Making assumptions -- First impressions 1 -- First impressions 2 -- Lasting impressions -- 'Awkward' customers -- Dissatisfied customers 1 -- Dissatisfied customers 2 -- Selling -- Why you sell, why they buy -- How you can sell -- How you can sell a little bit more 1 -- How you can sell a little bit more 2 -- How you can sell something different -- Customercraft -- Looking at the future 1 -- Looking at the future 2. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 9 (RLIN) | 36032 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Quality assurance |
| 9 (RLIN) | 41687 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Consumer satisfaction. |
| 9 (RLIN) | 35795 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Apps, Roy. |
| 9 (RLIN) | 81213 |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b10171228 |
| b | 170420 |
| c | 011116 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Suppress in OPAC | 0 |
| 969 00 - LOCAL CODES | |
| a | 32626 |
| 979 00 - LOCAL CODES | |
| a | FQ |
| b | 13 NOV 1996 |
| 989 00 - LOCAL CODES | |
| a | FQ |
| b | 13 DEC 1996 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| a | c |
| Operator's initials, OID (RLIN) | 011115 |
| Cataloger's initials, CIN (RLIN) | m |
| First Date, FD (RLIN) | a |
| Local | - |
| -- | eng |
| -- | enk |
| h | 0 |
| Withdrawn status | 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 | Copy number | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Available for Loan | MTU Bishopstown Library | MTU Bishopstown Library | Lending | 16/11/2001 | 11.41 | 6 | 658.812 | 00014783 | 20/11/2017 | 1 | 11.41 | 20/11/2017 | General Lending | ||||
| Dewey Decimal Classification | Available for Loan | MTU Bishopstown Library | MTU Bishopstown Library | Lending | 16/11/2001 | 11.41 | 7 | 2 | 658.812 | 00014784 | 20/11/2017 | 1 | 11.41 | 20/11/2017 | General Lending |