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04375nam a22005777a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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20241212194710.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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171127b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780194579070 (Student Book with MultiROM) |
| 040 ## - CATALOGING SOURCE |
|---|
| Transcribing agency |
JCRC |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Richey, Rosemary |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
English for Customer Care / |
| Statement of responsibility, etc. |
Rosemary Richey. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
1st ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Oxford : |
| Name of publisher, distributor, etc. |
Oxford University Press, |
| Date of publication, distribution, etc. |
2007. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
80 p. : |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| Accompanying material |
+ 1 MultiROM |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Oxford Business English |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Express |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Accompanying "MultiROM" also includes audio tracks that can be played on a conventional CD player. Interactive exercises require a computer. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes a glossary, appendices and transcript. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
SUMMARY: |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
"English for Customer Care is part of the EXPRESS SERIES. It is the ideal quick course for customer care professionals who need to communicate effectively with their customers in English, whether in person, over the phone, or in writing. It can be used to supplement a regular coursebook, on its own, as a stand-alone intensive specialist course, or for self-study-English for Customer Care will help improve your relationships with your customers.<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Key Features of the Book:<br/> |
| Title |
A broad range of material presenting language in context <br/> |
| -- |
Customer focus extra boxes with tips and key language for dealing effectively with customers<br/> |
| -- |
Stimulating role-plays for pairwork tasks<br/> |
| -- |
STARTER section at the beginning of each unit with topics for discussion and reflection<br/> |
| -- |
Appendix including an answer key, transcript, A-Z wordlist, and a glossary of useful phrases and vocabulary<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Key Featured of the MultiROM<br/> |
| Title |
Realistic listening extracts<br/> |
| -- |
Interactive exercises to practise the language of customer care" (Book Cover). |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
CONTENTS: |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. Introduction to customer care<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
Customer care success<br/> |
| -- |
Customer care businesses and jobs<br/> |
| -- |
Surprising facts about customer care |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills |
| Title |
Skills and qualities for good customer care |
| -- |
Making suggestions<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
2. Face to face with customers<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
Body language<br/> |
| -- |
A company visit<br/> |
| -- |
Meeting do's and don'ts<br/> |
| -- |
At a trade fair<br/> |
| -- |
The invisible customer |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills |
| Title |
Basic socializing language |
| -- |
The importance of small talk |
| -- |
Follow-up |
| -- |
Steps for winning customers in your presentations<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
3. Dealing with customers on the phone<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
General telephoning <br/> |
| -- |
The 'customer care' phone call<br/> |
| -- |
What the customers really hear |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills |
| Title |
Being courteous on the phone |
| -- |
Making sure you understand |
| -- |
Making arrangements |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
4. Call centre success<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
Taking an order<br/> |
| -- |
Hotline (troubleshooting)<br/> |
| -- |
Customer-centred call centres |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills<br/> |
| Title |
The first impression |
| -- |
Clarifying and explaining |
| -- |
Checking comprehension |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
5. Delivering customer care through writing<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
Effective letters and emails<br/> |
| -- |
Formal and informal writing styles<br/> |
| -- |
The five Cs of customer care writing<br/> |
| -- |
A case study |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills |
| Title |
Salutations and closes |
| -- |
Standard phrases for handling customers (connecting with the reader, taking action, etc.) |
| -- |
Enclosures and attachments<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
6. Dealing with problems and complaints<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Topics |
| Title |
Complaint strategies and policies<br/> |
| -- |
The letter of apology<br/> |
| -- |
Explaining company policy<br/> |
| -- |
Some opinions about complaints and apologies |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Skills |
| Title |
Softening bad news and apologizing |
| -- |
Problem-solving steps<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Appendix |
| Title |
Test yourself<br/> |
| -- |
Partner Files Partner A<br/> |
| -- |
Partner Files Partner B<br/> |
| -- |
Answer key<br/> |
| -- |
Transcripts<br/> |
| -- |
A-Z word list<br/> |
| -- |
Useful phrases and vocabulary |
| 521 ## - TARGET AUDIENCE NOTE |
|---|
| Target audience note |
Intended for customer care professionals who need to communicate effectively with their customers in English. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
English language |
| Form subdivision |
Usage |
| General subdivision |
Study and teaching. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| Form subdivision |
Terminology. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
English language |
| General subdivision |
Business English |
| Form subdivision |
Textbooks for foreign speakers. |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://goo.gl/gM8N29">https://goo.gl/gM8N29</a> |
| Link text |
Publisher's Website. |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://ocul-uo.primo.exlibrisgroup.com/permalink/01OCUL_UO/5lqjs2/alma991043925859705161">https://ocul-uo.primo.exlibrisgroup.com/permalink/01OCUL_UO/5lqjs2/alma991043925859705161</a> |
| Public note |
Check the uOttawa library catalogue. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Matériaux mélangés |
