Customer first : (Record no. 6588)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01709 am a2200301 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | ocm0566028603 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 900803s1990 enka r 001 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 90045784 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0566028603 |
| 029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | T9853 |
| 040 ## - CATALOGING SOURCE | |
| Modifying agency | OCoLC |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Walker, Denis. |
| 9 (RLIN) | 20371 |
| 245 10 - TITLE STATEMENT | |
| Title | Customer first : |
| Remainder of title | a strategy for quality service / |
| Statement of responsibility, etc. | Denis Walker. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Aldershot, Hants, England. |
| -- | Brookfield, Vt. : |
| Name of publisher, distributor, etc. | Gower, |
| Date of publication, distribution, etc. | c1990. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xii, 154 p. : |
| Other physical details | ill. ; |
| Dimensions | 26 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part I: The customer first concept -- Introduction to Part I -- What is service? -- Service strategy -- Knowing your customers -- Knowing your competitors -- Developing a vision -- Organizing for service -- Auditing material service -- Auditing personal service -- What went wrong? -- Summary of Part I -- Part II: Planning and running a service programme -- Introduction to Part II -- The importance of ownership -- Where are we now? -- Visions and values -- Launching a service programme -- Keeping up the momentum -- Managing a service business -- Marketing customer service -- Handling customer complaints -- Summary of Part II -- Part III: The british airways story -- Introduction to Part III -- The background -- The customer first campaign -- The second phase -- Holding the gains -- Summary of Part III -- Conclusion: Pitfalls and payoffs. |
| 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 |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b10096061 |
| b | 170418 |
| c | 011116 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Suppress in OPAC | 0 |
| 969 00 - LOCAL CODES | |
| a | 14125 |
| 979 00 - LOCAL CODES | |
| a | OB2 |
| b | 30 OCT 2001 |
| 989 00 - LOCAL CODES | |
| a | OB2 |
| 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 | 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 | 27 | 1 | 658.812 | 00030402 | 20/11/2017 | 1 | 25.00 | 31/03/2021 | General Lending |