Cómo gerenciar el servicio al cliente / (Registro nro. 6980)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01545nam a22002897a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20201027115356.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 201027t1989 ck ad||gr|||| 001 0dspa d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9589042686 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | CO-JMCR |
| Transcribing agency | CO-JMCR |
| 041 1# - LANGUAGE CODE | |
| Language code of text/sound track or separate title | spa |
| Language code of original | eng |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 / |
| Item number | K197c |
| Edition number | 23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Katz, Bernard, |
| Relator term | autor |
| 9 (RLIN) | 12011 |
| 245 10 - TITLE STATEMENT | |
| Title | Cómo gerenciar el servicio al cliente / |
| Statement of responsibility, etc. | Bernard Katz ; traducción, Teresa Niño Torres ; revisión técnica, Humberto Serna Gómez |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Bogotá : |
| Name of publisher, distributor, etc. | Legis, |
| Date of publication, distribution, etc. | ©1989 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | x, 196 páginas : |
| Other physical details | gráficos a blanco y negro ; |
| Dimensions | 23 cm. |
| 490 0# - SERIES STATEMENT | |
| Series statement | Serie empresarial S |
| 500 ## - GENERAL NOTE | |
| General note | Incluye datos biográficos del autor, índice alfabético y notas a pie de página. |
| 500 ## - GENERAL NOTE | |
| General note | Título original: How to manage costumer service |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Planeación para servir al cliente -- El contexto del mercadeo -- Expectativas del cliente con respecto al servicio -- Dirección y entrenamiento del personal --Creación y mantenimiento de buenas relaciones con el cliente -- Cuando el cliente tiene un motivo de queja -- Trato con el cliente -- Buena y mala comunicación -- Uso del teléfono -- Cara a cara -- Conversión de las quejas en órdenes de compra -- Como superar rápidamente las dificultades |
| 546 ## - LANGUAGE NOTE | |
| Language note | Traducido del inglés. |
| 650 14 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Administración de industrias de servicios |
| 9 (RLIN) | 12012 |
| 650 14 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Servicio al cliente |
| 9 (RLIN) | 7206 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Niño Torres,Teresa, |
| Relator term | traductora |
| 9 (RLIN) | 11834 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Serna Gómez, Humberto, |
| Relator term | revisor |
| 9 (RLIN) | 11756 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Date acquired | Source of acquisition | Total Checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Non-fiction | Biblioteca Pública José María del Castillo y Rada | Biblioteca Pública José María del Castillo y Rada | 10/02/2020 | Donación | 658.8 / K197c | 201810250 | 05/16/2024 | Ej.1 | 10/27/2020 | Books |
