01548cam a2200301 a 4500 TVCDKTCT101016 20181029100153.0 110715s2012 maua b 001 0 eng Thư viện Trường CĐ Kỹ Thuật Cao Thắng RG_1 #1 eb0 2011029760 9781422133316 (alk. paper) DLC DLC DLC pcc HF5415.5 .F728 2012 658.8 U513-O Frei, Frances. Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. Boston, Mass. : Harvard Business Review Press, c2012. x, 247 p. : ill. ; 24 cm. Truth #1: you can't be good at everything -- Truth #2: someone has to pay for it -- Truth #3: it's not your employees' fault -- Truth #4: you must manage your customers -- Now multiply it all by culture -- Getting bigger. Customer relations. Customer services. Service industries Management. Morriss, Anne. 7 cbc orignew 1 ecip 20 y-gencatlg Acquire 2 shelf copies policy default claim1 2012-07-03 claim2 2012-11-27 xj15 2011-07-15 xj15 2011-07-15 (telework) xj15 2011-07-15 to Dewey rd05 2011-07-15 xn08 2012-12-17 1 copy rec'd., to CIP ver. ; rm45 2013-07-22 CIP ver. to CALM (telework) xk15 2013-12-04 copies 2 & 3 (copy 2 added ; copy 3 processed as a discard) to CALM