| 000 -LEADER | |
|---|---|
| fixed length control field | 06714cam a22003374a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 36077 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | DLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240430145156.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 120123s2012 nyu b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2012001970 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780814417904 : |
| Terms of availability | 23.00 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0814417906 : |
| Terms of availability | 23.00 |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5 |
| Item number | .S6219 2012 |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (OCLC) | |
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) | HF 5415.5 .S6219 2012 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Solomon, Micah. |
| 9 (RLIN) | 127168 |
| 245 10 - TITLE STATEMENT | |
| Title | High-tech, high-touch customer service : |
| Remainder of title | inspire timeless loyalty in the demanding new world of social commerce / |
| Statement of responsibility, etc | Micah Solomon. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New York : |
| Name of publisher, distributor, etc | American Management Association, |
| Date of publication, distribution, etc | c2012. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xiii, 194 p. ; |
| Dimensions | 24 cm. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents Introduction 1 Forearmed Is Forewarmed 2 A Light Touch at Just the Right Time 3 Saying Your Business Is "On the internet" Is Like Saying It's "On the Power Grid" 4 All You Need to Know in a Rhyming Nutshell 5 Homeward Bound 6 Where Tech Makes Loyalty Easier 7 How This Book Is Organized 8 PART ONE Timeliness and Timelessness 9 CHAPTER 1 Today's Changed Customer: Making Lovemaking Difficult 11 The Most Crucial Customer "Trends" Today Are Individual Changes 12 Customer Trend 1: Customers Expect Anticipatory Technological Behavior and Aggregated Information-Instantly 12 Customer Trend 2: Shame Shift and Values-Based Buying 14 Customer Trend 3: Timelessness over Trendiness 15 Customer Trend 4: Customer Empowerment 16 Customer Trend 5: The Greening of the Customer 17 Customer Trend 6: The Desire for Self-Service 18 "And Your Point Is?" 19 CHAPTER 2 The Customer Remains the Same: Everything That Isn't New Under the Sun 21 Providing Value: As Easy as 1, 2 ... 4 22 A Perfect Product or Service 22 Delivered in a Caring, Friendly Manner 23 In a Timely Fashion 25 ... Backed Up by an Effective Problem-Resolution Process 26 "And Your Point Is?" 30 CHAPTER 3 Timeless Customer Service Done Right-and Wrong: Mastery Versus Catastrophe 32 The Masterful Company 32 A Cameo of Catastrophe: Timeless Service Done Tragically Wrong 40 "And Your Point Is?" 45 PART TWO High-Tech, High-Touch Anticipatory Customer Service 47 CHAPTER 4 A Google of Apples a Day: The Art of Anticipation in the Modern World of Customer Service 49 The Apple Store Experience 50 From Cradle to Credit Card 53 A Tale of Two Installs 53 Bringing It All Back Home 57 "Attaching" Yourself to Customers: Gmail and More 58 "And Your Point Is?" 61 CHAPTER 5 Anticipatory Customer Service: Your Culture 63 The Curse of the Short-Term Focus 64 Consciously Building a Company Culture: Why Bother? 66 You Can't Out-Pixar Pixar-But Here's What You Can Do 69 Cultural Friends with Benefits 70 Cultural Fit, Oddballs, and When Not to Hire 71 Positive Peer Pressure: The Double Significance of Every Hiring Decision 72 Vendors: Partners, Not Poison 74 Spelling Out How You Treat Customers, Vendors, and Employees 75 How to Get Started Building Your Core 76 The Best Time to Start? Now. 77 Buy-in or Highwayin' 79 Your Core Values Are Just the Start-But They Are a Start 79 Culture Meets the Larger World 81 How This Plays Out in a Pinch: Southwest's Culture Saves a Service Dog 82 "And Your Point Is?" 83 CHAPTER 6 Anticipatory Customer Service: Your People 86 A Wet Dog at Petco 88 Supernatural Selection 89 Trial by Hire 90 "Fit" and Its Pitfalls 91 "And Your Point Is?" 93 CHAPTER 7 Sangria, Sippy Cups, and Jesse Ventura: Autonomy Versus Standards 95 Patting Down Jesse Ventura 96 The Case for Autonomy in Customer Service Work 98 The Need for Standards 101 Standards and Autonomy: The Hybrid Path 102 Pour Lion and PEPI 105 Conveying Standards-And Maintaining Autonomy 106 "And Your Point Is?" 107 PART THREE The Rise of Self-Service and Social Media-And Other Seismic Shifts 109 CHAPTER 8 The Rise of Self-Service: A Boon to Your Customers-But Only If You Do It Right 111 Awarding Myself the Mobile Prize 111 Principles of Successful Self-Service 115 "And Your Point Is?" 119 CHAPTER 9 Technological Change and Disabled Customers: A True Opportunity, If You Avoid the Missteps 121 There's More to Ramping Up than Putting Ramps Up: A Variety of Issues and Solutions 121 Wynn Some 125 "And Your Point Is?" 126 CHAPTER 10 Shoulder Your Customer's Burden (and Make Sure You're Not Adding to It!) 127 Stupid Stuff 127 Stupid Is as ... I Forget 128 Get to Them First 132 Where Are the Opportunities to Get to Them First? 133 Permission to Anticipate 136 The Specific Medium Is the Message-And Its Only Chance of Getting Through 139 "And Your Point Is?" 140 Chapter 11 Anti-Social Media: Fears and Hazards of the New Landscape 142 Bicycle Pumps and Veterinarians 142 Regime Change in 140 Characters 143 Ouch: The First Time They Talk About You 143 Nobody Uses Twitter to Tell a Friend His Fly's Undone 144 Social Media Is Not a Disease 146 A Story That Almost Became a Viral Tweet 146 "And Your Point Is?" 148 CHAPTER 12 Social Service: Principles for Social Media Customer Service 149 Principle 1: Avoid the Fiasco Formula: A Digital Stitch in Time Saves Nine (Million) 150 Principle 2: Lie Back and Think of England: Digital Arguments with Customers Are an Exponentially Losing Proposition 150 Principle 3: Turn Twankers into Thankers: Reach Out Directly to Online Complainers 151 Principle 4: Consider Getting a Complainer on the Telephone (with Permission)-Even if the Relationship Started in Social Media Land 154 Principle 5: Get Happy Outcomes into the Public Eye 155 Principle 6: Use Social Media and Personal Email to Make Your Customers Feel Important 155 Principle 7: Monitor 156 Principle 8: If Your Social Media Responses Are Inferior to-Or Not Integrated with-Your Other Channels, They're Hurting Your Brand 157 "And Your Point Is?" 158 CHAPTER 13 Listening: Your Ears Are Your Most Important Technology 160 Only One Perspective That Matters 160 Sanctuary Much: The S.M.A.R.T. Approach to the Human Force Field 162 Using Electronic Systems to Enhance Your Listening 165 It's All About Listening-And It Starts by Opening Yourself to Hearing 169 The Maytag Repairman Lets You Slap Him in the Facebook 169 Break It to Ourselves More Gently 172 Surveying the Landscape 173 "And Your Point Is?" 175 Notes 179 Index 191 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references (p. 179-189) and index. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services. |
| 9 (RLIN) | 127170 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| General subdivision | Technological innovations. |
| 9 (RLIN) | 127172 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer loyalty. |
| 9 (RLIN) | 127176 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Social media. |
| 9 (RLIN) | 127179 |
| 852 1# - LOCATION/CALL NUMBER | |
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| b | 07-09-12 |
| c | 07-05-12 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
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| Operator's initials, OID (RLIN) | 07-05-12 |
| Cataloger's initials, CIN (RLIN) | m |
| First Date, FD (RLIN) | a |
| -- | - |
| -- | eng |
| -- | nyu |
| -- | 0 |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
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| z | 07-05-12 |
| 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 | Full call number | Barcode | Date last seen | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | American University in Dubai | American University in Dubai | Main Collection | 2012-07-05 | 84.49 | HF 5415.5 .S6219 2012 | 5092375 | 2023-11-08 | 84.49 | 2015-07-25 | Books |