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Mark   Medium Year
658.812 And/Dky : Delivering knock your socks off service / Kristin Anderson, Ron Zemke     
      Delivering knock your socks off service / Kristin Anderson, Ron Zemke MELB  Book 1991
658.812 And/Eco : Economic consequences of providing quality and customer satisfaction / Eugene W. Anderson, Claes Fornell, Donald R. Lehmann     
      Economic consequences of providing quality and customer satisfaction / Eugene W. Anderson, Claes Fornell, Donald R. Lehmann WATERFT  Book 1993
658.812 And/Gcs : Great customer service on the telephone / Kristin Anderson     
      Great customer service on the telephone / Kristin Anderson MELB  Book 1992
658.812 And/Kys : Knock your socks off answers : solving customer nightmares & soothing nightmare customers / Kristin Anderson & Ron Zemke     
      Knock your socks off answers : solving customer nightmares & soothing nightmare customers / Kristin Anderson & Ron Zemke MELB  Book 1995
658.812 Ant/Crm : Customer relationship management : making hard decisions with soft numbers / Jon Anton     
      Customer relationship management : making hard decisions with soft numbers / Jon Anton MELB  Book 1996
658.812 Ash/Sos : The spirit of service / Ash Quarry Productions     
      The spirit of service / Ash Quarry Productions MELB  DVD video 2009?
658.812 Aze/Coh    
      Customer obsession : how to acquire, retain, and grow customers in the new age of relationship marketing / Abaete ̂de Azevedo and Ricardo Pomeranz MELB, W'BOOL, W'PONDS   Book 2008
      Customer obsession : how to acquire, retain, and grow customers in the new age of relationship marketing / Abaete ̂de Azevedo and Ricardo Pomeranz MELB, W'BOOL, W'PONDS   Book 2008
      Customer obsession : how to acquire, retain, and grow customers in the new age of relationship marketing / Abaete ̂de Azevedo and Ricardo Pomeranz MELB, W'BOOL, W'PONDS   Book 2008
658.812 Bar/Poc : Principles of customer relationship management / Roger J. Baran, Robert J. Galka, Daniel P. Strunk     
      Principles of customer relationship management / Roger J. Baran, Robert J. Galka, Daniel P. Strunk MELB  Book 2008
658.812 Bar/Sbw    
      Simply better : winning and keeping customers by delivering what matters most / Patrick Barwise, Sean Meehan MELB, WATERFT   Book 2004
      Simply better : winning and keeping customers by delivering what matters most / Patrick Barwise, Sean Meehan MELB, WATERFT   Book 2004
658.812 Bar/Wcc    
      World-class customer satisfaction / Jonathan D. Barsky MELB, W'PONDS   Book 1995
      World-class customer satisfaction / Jonathan D. Barsky MELB, W'PONDS   Book 1995
658.812 Bat/Ltr : Leading through relationship marketing : how winning organisations leverage stakeholder relationships to improve business performance / Richarch Batterley     
      Leading through relationship marketing : how winning organisations leverage stakeholder relationships to improve business performance / Richarch Batterley MELB  Book 2004
658.812 Bay/Mbf : The magic bullet for customer service : a daily program to improve service in your business and your life / Allan R. Baylis     
      The magic bullet for customer service : a daily program to improve service in your business and your life / Allan R. Baylis MELB  Book 2013
658.812 Bea/Acr : The Australian customer relations workbook : a comprehensive training manual for management and staff / Jenny Beaumont     
      The Australian customer relations workbook : a comprehensive training manual for management and staff / Jenny Beaumont MELB  Book 1989
658.812 Bee/Crt : The customer rules : the 14 indispensible, irrefutable, and indisputable qualities of the greatest companies in the world / C. Britt Beemer, Robert L. Shook     
      The customer rules : the 14 indispensible, irrefutable, and indisputable qualities of the greatest companies in the world / C. Britt Beemer, Robert L. Shook MELB  Book 2009
658.812 Bej/Clv : Customer lifetime value : reshaping the way we manage to maximize profits / David Bejou, Timothy L. Keiningham, Lerzan Aksoy, editors     
      Customer lifetime value : reshaping the way we manage to maximize profits / David Bejou, Timothy L. Keiningham, Lerzan Aksoy, editors W'PONDS  Book 2006
658.812 Bej/For : The future of relationship marketing / David Bejou, Adrian Palmer, editors     
      The future of relationship marketing / David Bejou, Adrian Palmer, editors MELB  Book 2005
658.812 Ber/Car : Connor : a road movie : leadership skills for customer satisfaction     
      Connor : a road movie : leadership skills for customer satisfaction WATERFT  DVD video 2003
658.812 Ber/Tlf : Ten lessons for improving service quality : commentary / Leonard L. Berry, A. Parasuraman, Valarie A. Zeithaml     
      Ten lessons for improving service quality : commentary / Leonard L. Berry, A. Parasuraman, Valarie A. Zeithaml WATERFT  Book 1993
658.812 Bet/Sih : Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt     
      Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt MELB  Book 2010
658.812 Ble : Product service planning : service-marketing-engineering interactions / William H. Bleuel <and> Henry E. Bender     
      Product service planning : service-marketing-engineering interactions / William H. Bleuel <and> Henry E. Bender WATERFT  Book 1980
658.812 Bli/Cur : CRM unplugged : releasing CRM's strategic value / Philip Bligh, Douglas Turk     
      CRM unplugged : releasing CRM's strategic value / Philip Bligh, Douglas Turk MELB  Book 2004
658.812 Bly/Kcs : Keeping clients satisfied : make your service business more successful and profitable / Robert W. Bly     
      Keeping clients satisfied : make your service business more successful and profitable / Robert W. Bly MELB  Book 1993
658.812 Bro/Tqs : Total quality service : how organizations use it to create a competative advantage / Stanley A. Brown     
      Total quality service : how organizations use it to create a competative advantage / Stanley A. Brown MELB  Book 1992
658.812 Bro/Wcv : What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability / Stanley A. Brown     
      What customers value most : how to achieve business transformation by focusing on processes that touch your customers : satisfied customers, increased revenue, improved profitability / Stanley A. Brown MELB  Book 1995
658.812 Bru/Rmm : Relationship marketing : management of customer relationships / Manfred Bruhn     
      Relationship marketing : management of customer relationships / Manfred Bruhn WATERFT  Book 2003
658.812 Buc/Wct : When customers think we don't care : ending actions that self-destruct companies, customer service and jobs / Richard W. Buchanan     
      When customers think we don't care : ending actions that self-destruct companies, customer service and jobs / Richard W. Buchanan MELB  Book 2002
658.812 But/Bcc : Bottom-line call center management : creating a culture of accountability and excellent customer service / David L. Butler     
      Bottom-line call center management : creating a culture of accountability and excellent customer service / David L. Butler MELB  Book 2004
658.812 But/Crm    
      Customer relationship management : concepts and tools / Francis Buttle MELB, WATERFT   Book 2004
      Customer relationship management : concepts and tools / Francis Buttle MELB, WATERFT   Book 2004
658.812 But/Crm 2009 : Customer relationship management : concepts and technologies / Francis Buttle     
      Customer relationship management : concepts and technologies / Francis Buttle MELB  Book 2009
658.812 Car/Bbo : The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming     
      The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers / Peggy Carlaw, Vasudha Kathleen Deming MELB  Book 1999
658.812 Car/Flc : Front-line customer service : 15 keys to customer satisfaction / Clay Carr     
      Front-line customer service : 15 keys to customer satisfaction / Clay Carr W'BOOL  Book 1990
658.812 Car/Mcr : Mastering customer relations / Roger I. Cartwright     
      Mastering customer relations / Roger I. Cartwright WATERFT  Book 2000
658.812 Chr/Csp : The customer service planner / Martin Christopher     
      The customer service planner / Martin Christopher MELB  Book 1992
658.812 Cla/Crm    
      Customer relationship management & customer service / David Clark-Murphy & Anthony T. Copp MELB, WATERFT   Book 2006
      Customer relationship management & customer service / David Clark-Murphy & Anthony T. Copp MELB, WATERFT   Book 2006
658.812 Con/Csf : Customer satisfaction, focus on the customer : Second Congress on Customer Satisfaction, May 17-20, 1992, Lake Buena Vista, Florida     
      Customer satisfaction, focus on the customer : Second Congress on Customer Satisfaction, May 17-20, 1992, Lake Buena Vista, Florida MELB  Book 1992
658.812 Coo/Cce 2002 : Customer care excellence : how to create an effective customer focus / Sarah Cook     
      Customer care excellence : how to create an effective customer focus / Sarah Cook MELB  Book 2002
658.812 Coo/Cch 1997 : Customer care : how to improve competitiveness, staff motivation and profitablity in today's service driven organization / Sarah Cook     
      Customer care : how to improve competitiveness, staff motivation and profitablity in today's service driven organization / Sarah Cook MELB  Book 1997
658.812 Coo/Kti : Knowledge transfer in enterprise IT support provision using web-based self-service / by Vanessa A. Cooper     
      Knowledge transfer in enterprise IT support provision using web-based self-service / by Vanessa A. Cooper MELB THESES  Book 2006
658.812 Coo/Mcs : Measuring customer service effectiveness / Sarah Cook     
      Measuring customer service effectiveness / Sarah Cook MELB  Book 2004
658.812 Cro/Cbo : Customer bonding : pathway to lasting customer loyalty / Richard Cross and Janet Smith     
      Customer bonding : pathway to lasting customer loyalty / Richard Cross and Janet Smith MELB  Book 1995
658.812 Dav/Tcs : Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal     
      Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal MELB, WATERFT   Book 1990
658.812 Dav/Tcs 1990 : Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal     
      Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal MELB, WATERFT   Book 1990
658.812 Dee/Cca : Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie     
      Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie W'BOOL  Book 2004
658.812 Den/Hcc : Handling customer complaints : turning challenges into opportunities / Jennifer Denham     
      Handling customer complaints : turning challenges into opportunities / Jennifer Denham MELB  Book 1998
658.812 Des/Mtk : Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization     
      Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization MELB  Book 1993
658.812 Dev/Csz : The customer service zoo / Catherine DeVrye     
      The customer service zoo / Catherine DeVrye MELB  Book 1999
658.812 Dev/Gsi : Good service is good business : 7 simple strategies for success / Catherine DeVrye     
      Good service is good business : 7 simple strategies for success / Catherine DeVrye MELB  Book 1994
658.812 Dij/Ssh : Secret service : hidden systems that deliver unforgettable customer service     
      Secret service : hidden systems that deliver unforgettable customer service MELB  Book 2002
658.812 Dil/Mmh 2008    
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
      Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea MELB, W'BOOL, W'PONDS   Book 2008
658.812 Don/Smr : Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole     
      Strategic market relationships : from strategy to implementation / Bill Donaldson, Tom O'Toole MELB  Book 2002
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