| Description |
1 online resource (xix, 242 pages) : illustrations |
| Series |
Chandos information professional series |
|
Chandos information professional series.
|
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Preparation -- The introduction -- What is customer service? -- Who are our customers? : the customer service chain -- Communication -- Questioning and active listening -- Handling complaints -- Dealing with challenging situations -- Life positions and the OK Corral : being more confident and assertive -- Suggestions for improvement -- Teambuilding -- What are we good at, and what is our future? : action planning -- Wrapping it up -- Conclusion. |
| Summary |
Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use - reference work and/or training manualPotential as a text bookApplicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services. |
| Subject |
Public services (Libraries)
|
|
Libraries -- Customer services.
|
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Library employees -- In-service training.
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Bibliothèques -- Services aux usagers. |
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Bibliothèques -- Personnel -- Formation en cours d'emploi. |
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Bibliothèques -- Personnel -- Formation. |
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Libraries -- Customer services |
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Library employees -- In-service training |
|
Public services (Libraries) |
| Added Author |
McCarthy, Michael D.
|
| Other Form: |
Print version: Gannon-Leary, Pat. Customer care. Oxford, UK : Chandos Pub., 2010 1843345706 (OCoLC)503046677 |
| ISBN |
9781780630311 (electronic bk.) |
|
178063031X (electronic bk.) |
|
(pbk.) |
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(pbk.) |
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