Customer Care book cover

Customer Care

A Training Manual for Library Staff

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.

Paperback, 262 Pages

Published: March 2010

Imprint: Chandos Publishing

ISBN: 978-1-84334-570-1

Reviews

  • This title is recommended for library administrators and courses in library and information science programs on public services management and improvement., Reference and User Services Quarterly

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.

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