Customer Care

Customer Care

A Training Manual for Library Staff

1st Edition - March 15, 2010

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  • Authors: Pat Gannon-Leary, Michael McCarthy
  • eBook ISBN: 9781780630311

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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.

Key Features

  • Dual use – reference work and/or training manual
  • Potential as a text book
  • Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services


Library staff working in university, public, and special libraries; Records managers working in local authorities and in other public sector organizations; Practitioners and students of records and information management, business information systems and knowledge management

Table of Contents

  • List of figures and tables

    About the authors



    Chapter 1: Preparation

    Your role as a facilitator

    Notes on venue and facilities

    Chapter 2: The introduction



    Aim 1: Introductions

    Aim 2: Expressing concerns and creating a climate for learning

    Aim 3: Understanding the aims of the course

    Aim 4: Establishing the ground rules

    Aim 5: Clarifying the role of the facilitator

    Chapter 3: What is customer service?



    Aim 1: Identifying the constituents of good/bad/excellent service in practice

    Aim 2: Recognising the importance of customers’ expectations and feelings

    Chapter 4: Who are our customers? The customer service chain



    Aim 1: To identify more clearly the different kinds of customer

    Aim 2: To recognise the special needs of different customers

    Aim 3: To recognise from whom we receive service in general

    Aim 4: To recognise our internal customers

    Chapter 5: Communication



    Aim 1: To recognise the barriers to communication

    Aim 2: To recognise the importance of body language or NVC when dealing with customers face to face

    Aim 3: To improve communications, whether face to face, over the telephone or in writing

    Final comments

    Chapter 6: Questioning and active listening



    Aim 1: To identify the different types of questions and their effect on communication

    Aim 2: To use questions to communicate more effectively

    Aim 3: To encourage more active and effective listening

    Chapter 7: Handling complaints



    Aim 1: To identify the appropriate steps in handling customer complaints

    Aim 2: To develop a positive proactive response to customers’ problems and complaints

    Chapter 8: Dealing with challenging situations



    Aim 1: To identify behaviours that create positive relationships with customers

    Aim 2: To recognise signs of aggression in a person

    Aim 3: To identify appropriate strategies for dealing with challenging situations

    Chapter 9: Life positions and the OK Corral: being more confident and assertive



    Aim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviour

    Aim 2: To use assertive language in response to customer and staff statements

    Chapter 10: Suggestions for improvement



    Aim 1: To identify how participants can help improve the effectiveness of their section

    Aim 2: To identify how managers can help participants make improvements

    Chapter 11: Teambuilding



    Aim 1: To foster team spirit

    Aim 2: To help understand how we work in groups

    Chapter 12: What are we good at, and what is our future? Action planning



    Aim 1: To celebrate success and take pride in achievements

    Aim 2: To actively share information about team successes

    Aim 3: To make a commitment to improving customer service skills

    Chapter 13: Wrapping it up

    Concluding remarks


    Chapter 14: Conclusion


    Some final words…


Product details

  • No. of pages: 262
  • Language: English
  • Copyright: © Chandos Publishing 2010
  • Published: March 15, 2010
  • Imprint: Chandos Publishing
  • eBook ISBN: 9781780630311

About the Authors

Pat Gannon-Leary

Dr. Pat Gannon-Leary is a consultant and joint partner of Bede Research & Consultancy with Mike McCarthy. Prior to that, Dr Gannon-Leary worked as a researcher at the Universities of Northumbria and Newcastle. Her earlier career experience includes working in academic libraries in the UK and the USA in a variety of roles including Customer Service Manager. During that time she facilitated customer care courses for library staff.

Michael McCarthy

Michael D McCarthy served as a Senior Officer in the Logistics Branch of the RAF, including 3 years as a specialist instructor to Officer Cadets. On leaving the RAF he moved into the management of Customer Support in major Aerospace Companies in the UK and in Sweden. He has wide experience of customer support activity throughout the European aerospace community, covering both major contractors and suppliers. Following early retirement, he has recently spent 2 years working in a support role in a University Library in order to obtain ‘hands-on’ experience of the demands of customer care in this particular environment.

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