Customer Care: A Training Manual for Library Staff: Chandos Information Professional Series
Autor Pat Gannon-Leary, Michael McCarthyen Limba Engleză Paperback – 15 mar 2010
- 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
Din seria Chandos Information Professional Series
- 15%
Preț: 403.64 lei -
Preț: 409.07 lei - 33%
Preț: 334.02 lei - 23%
Preț: 361.88 lei - 19%
Preț: 394.21 lei - 23%
Preț: 377.88 lei - 28%
Preț: 367.13 lei - 8%
Preț: 337.71 lei - 23%
Preț: 325.93 lei - 23%
Preț: 367.21 lei - 23%
Preț: 326.43 lei - 32%
Preț: 422.53 lei - 23%
Preț: 372.11 lei - 28%
Preț: 373.77 lei - 8%
Preț: 330.60 lei - 27%
Preț: 370.18 lei - 38%
Preț: 368.60 lei - 8%
Preț: 328.42 lei - 23%
Preț: 616.37 lei - 19%
Preț: 366.90 lei -
Preț: 392.65 lei - 22%
Preț: 328.93 lei - 8%
Preț: 331.20 lei - 23%
Preț: 373.17 lei - 23%
Preț: 374.30 lei - 22%
Preț: 356.63 lei - 8%
Preț: 342.95 lei - 28%
Preț: 325.36 lei - 8%
Preț: 358.54 lei - 38%
Preț: 373.68 lei - 22%
Preț: 329.69 lei - 28%
Preț: 369.40 lei - 8%
Preț: 325.36 lei - 27%
Preț: 439.49 lei - 33%
Preț: 304.61 lei - 28%
Preț: 361.88 lei - 8%
Preț: 327.54 lei - 23%
Preț: 366.78 lei -
Preț: 351.34 lei - 8%
Preț: 367.13 lei - 8%
Preț: 326.22 lei - 19%
Preț: 394.08 lei - 23%
Preț: 373.86 lei - 8%
Preț: 327.98 lei - 8%
Preț: 326.24 lei - 8%
Preț: 328.42 lei - 8%
Preț: 326.68 lei - 8%
Preț: 326.51 lei - 23%
Preț: 374.73 lei
Preț: 393.76 lei
Preț vechi: 486.12 lei
-19% Nou
Puncte Express: 591
Preț estimativ în valută:
75.37€ • 78.38$ • 63.16£
75.37€ • 78.38$ • 63.16£
Carte tipărită la comandă
Livrare economică 13-27 martie
Preluare comenzi: 021 569.72.76
Specificații
ISBN-13: 9781843345701
ISBN-10: 1843345706
Pagini: 262
Dimensiuni: 156 x 234 x 15 mm
Greutate: 0.38 kg
Editura: ELSEVIER SCIENCE
Seria Chandos Information Professional Series
ISBN-10: 1843345706
Pagini: 262
Dimensiuni: 156 x 234 x 15 mm
Greutate: 0.38 kg
Editura: ELSEVIER SCIENCE
Seria Chandos Information Professional Series
Cuprins
List of figures and tables
About the authors
Acknowledgments
Preface
Chapter 1: Preparation
Your role as a facilitator
Notes on venue and facilities
Chapter 2: The introduction
Aims
Background
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?
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Feedback
Chapter 14: Conclusion
Plenary
Some final words…
Index
About the authors
Acknowledgments
Preface
Chapter 1: Preparation
Your role as a facilitator
Notes on venue and facilities
Chapter 2: The introduction
Aims
Background
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?
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Aims
Background
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
Feedback
Chapter 14: Conclusion
Plenary
Some final words…
Index
Recenzii
"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