MARC record from Internet Archive

LEADER: 02162pam 22003974a 4500
001 9922548140001661
005 20150423144307.0
008 060202s2006 okua b 001 0 eng
010 $a 2006003629
020 $a9781593700539 (hardcover)
020 $a1593700539 (hardcover)
029 1 $aYDXCP$b2365689
035 $a(CSdNU)u296701-01national_inst
035 $a(OCoLC)63692604
035 $a(OCoLC)63692604
035 $a(OCoLC)63692604
040 $aDLC$cDLC$dYDX$dBAKER$dIXA$dBTCTA$dYDXCP$dOrLoB-B
042 $apcc
049 $aCNUM
050 00 $aHF5415.5$b.M395 2006
082 00 $a363.6068/8$222
100 1 $aMcLean-Conner, Penni.
245 10 $aCustomer service :$butility style : proven strategies for improving customer service and reducing customer care costs /$cPenni McLean-Conner.
260 $aTulsa, Okla. :$bPennWell Corp.,$cc2006.
300 $axvi, 325 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references and index.
505 0 $a1. Build a high-performance team -- 2. Hire, train, and retain the best customer service professionals -- 3. Discover the magic of customer complaints -- 4. Listen and respond to the voice of the customer -- 5. Offer new services and products to meet the customers' needs -- 6. Reduce unbilled losses in the meter-to-cash cycle -- 7. Outsourcing -- 8. Reduce bad debt -- 9. Create effective channel management -- 10. Map, measure, and benchmark the key customer service processes -- 11. Complete a health check on the customer information system -- 12. Apply technology to enhance customer service -- 13. Successfully implement these and other best practices.
650 0 $aCustomer services$xManagement.
650 0 $aPublic utilities$xManagement.
938 $aBaker & Taylor$bBKTY$c69.00$d69.00$i1593700539$n0006582838$sactive
938 $aBaker and Taylor$bBTCP$n2006003629
938 $aYBP Library Services$bYANK$n2365689
947 $fSOBM-MKT$hCIRCSTACKS$p$59.34$q1
949 $aHF 5415.5 .M395 2006$i31786102113922
994 $a92$bCNU
999 $aHF 5415.5 .M395 2006$wLC$c1$i31786102113922$d3/4/2013$e2/14/2013 $lCIRCSTACKS$mNULS$n4$rY$sY$tBOOK$u4/26/2007