Customer care, a training manual for library staff, Pat Gannon-Leary and Michael D. McCarthy
Type
Label
Customer care, a training manual for library staff, Pat Gannon-Leary and Michael D. McCarthy
Language
eng
Bibliography note
Includes bibliographical references and index
Illustrations
illustrations
Index
index present
Literary Form
non fiction
Main title
Customer care
Nature of contents
dictionariesbibliography
Oclc number
1853521191
Responsibility statement
Pat Gannon-Leary and Michael D. McCarthy
Series statement
Chandos information professional series
Sub title
a training manual for library staff
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
Table Of 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