客訴管理 : (Record no. 7554)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01356cam a2200397 i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1651892 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | YEEZEN |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240429144638.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 200831s2019 ch d g 000 0 chi d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789578567290 |
| Qualifying information | (平裝) : |
| Terms of availability | NT$380 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | NO000188942 |
| 037 ## - SOURCE OF ACQUISITION | |
| Source of stock number/acquisition | 公共圖書館南區資源中心 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | CIP |
| Language of cataloging | chi |
| Transcribing agency | KML |
| Description conventions | ccr |
| 041 1# - LANGUAGE CODE | |
| Language code of text/sound track or separate title | chi |
| Language code of original | jpn |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | nbic |
| 084 ## - OTHER CLASSIFICATION NUMBER | |
| Classification number | 496.7 |
| Number source | ncsclt |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | 496.7 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | 谷厚志 |
| Relator term | 作 |
| 240 10 - UNIFORM TITLE | |
| Uniform title | 超一流のクレーム対応 |
| Language of a work | 中文 |
| 245 10 - TITLE STATEMENT | |
| Title | 客訴管理 : |
| Remainder of title | 讓你氣到內傷的客訴, 這樣做都能迎刃而解! / |
| Statement of responsibility, etc. | 谷厚志作 ; 賴郁婷譯 |
| 246 3# - VARYING FORM OF TITLE | |
| Display text | 原文副題名 : |
| Title proper/short title | どんな相手でもストレスゼロ! |
| 246 3# - VARYING FORM OF TITLE | |
| Title proper/short title | 讓你氣到內傷的客訴這樣做都能迎刃而解 |
| 246 30 - VARYING FORM OF TITLE | |
| Title proper/short title | 讓你氣到內傷的客訴, 這樣做都能迎刃而解! |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 初版 |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | 臺北市 : |
| Name of publisher, distributor, etc. | 如果出版 : |
| -- | 大雁出版基地發行, |
| Date of publication, distribution, etc. | 2019.08 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 315面 : |
| Other physical details | 表 ; |
| Dimensions | 21公分 |
| 490 1# - SERIES STATEMENT | |
| Series statement | Start ; |
| Volume/sequential designation | 65. |
| 500 ## - GENERAL NOTE | |
| General note | 譯自: 超一流のクレーム対応 : どんな相手でもストレスゼロ! |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | 顧客關係管理 |
| Source of heading or term | lcstt. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | 顧客服務 |
| Source of heading or term | lcstt. |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | 樂活環保 |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | 知識性 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | 賴郁婷 |
| Relator term | 譯 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE | |
| Uniform title | Start ; |
| Volume/sequential designation | 65. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | 一般圖書 |
| 撤銷狀態 | 遺失狀態 | 分類號來源 | 損壞狀態 | 不外借 | 永久館藏地 | 現在館藏地 | 書架位置 | 採購日期 | 全部借出 | 全部續借 | 完整索書號 | 條碼號 | 最後一次日期記錄 | Date last checked out | 一般價格有效日期 | Koha館藏類型 | 公開資訊 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 未註銷館藏 | 未遺失 | 未損毀 | 可外借 | 怡仁綜合醫院圖書館 | 怡仁綜合醫院圖書館 | 2024-04-29 | 2 | 1 | 496.7 | C03134 | 2024-08-26 | 2024-07-29 | 2024-04-29 | 一般圖書 | 應對客訴五大步驟 ●道歉：請注意是「有限定道歉」，而不是全部概括承受的道歉。 ●展現同理心：仔細聆聽客戶的「遭遇」，適時展現你的同理心。 ●確認事實和顧客期望：釐清具體狀況，一定要搞清楚對方真正想要的是什麼。 ●提出解決方案：提出具體可行且雙贏的解決方案。 ●施展魔法：善用表達方法，讓顧客在問題解決後，除了滿足還有驚喜。 |