a ISBN 1-85788-201-6

a Original cataloging agency NEU GrandLibrary

a Language code of text/sound track or separate title Eng

a Classification number HF5415.525

b Item number .F73 1998

a Dewey Classification 658.8/12

a Personal name Freemantle, David.

a Title What customers like about you :

b Remainder of title adding emotional value for service excellence and competitive advantage /

c Statement of responsibility, etc David Freemantle.

h Medium BOOK

a Place of publication, distribution, etc London ;

a Place of publication, distribution, etc Santa Rosa, Calif. :

b Name of publisher, distributor, etc Nicholas Brealey Publishing,

c Date of publication, distribution, etc 1998.

a Extent 304 p. :

b Other physical details ill. ;

c Dimensions 24 cm.

a Bibliography, etc Includes bibliographical references (p. [286]-289) and index.

a Formatted contents note 1. The importance of being liked -- 2. Adding emotional value -- 3. Likeable customer service -- 4. Emotional connectivity -- 5. The importance of integrity -- 6. Creative customer service -- 7. Everyday likeable behaviors -- 8. Influencing how customers feel about you -- 9. Why it isn't fashionable to be liked -- 10. The likeable organization -- 11. The likeable leader -- 12. Recruiting people your customers like -- 13. Training people to be liked by your customers -- 14. Dealing with customers you dislike -- 15. Finding out what your customers like -- 16. The one-hour course for adding emotional value -- App. I. Emotionally connected stars -- App. II. Suggested further reading -- App. III. Clusters -- App. IV. Emotions -- App. V. Emotional range -- App. VI. Customer service integrity tests.

a Topical term or geographic name as entry element Customer loyalty.

a Topical term or geographic name as entry element Customer relations.

a Topical term or geographic name as entry element Service industries.