Stellar Customer Service: Training Library Staff to Exceed Expectations
Editat de Mou Chakrabortyen Limba Engleză Paperback – 28 aug 2016 – vârsta până la 17 ani
Preț: 332.27 lei
Preț vechi: 452.03 lei
-26% Nou
Puncte Express: 498
Preț estimativ în valută:
63.60€ • 66.10$ • 52.68£
63.60€ • 66.10$ • 52.68£
Carte tipărită la comandă
Livrare economică 05-19 februarie 25
Preluare comenzi: 021 569.72.76
Specificații
ISBN-13: 9781440840760
ISBN-10: 1440840768
Pagini: 226
Dimensiuni: 156 x 235 x 12 mm
Greutate: 0.39 kg
Editura: Bloomsbury Publishing
Colecția Libraries Unlimited
Locul publicării:New York, United States
ISBN-10: 1440840768
Pagini: 226
Dimensiuni: 156 x 235 x 12 mm
Greutate: 0.39 kg
Editura: Bloomsbury Publishing
Colecția Libraries Unlimited
Locul publicării:New York, United States
Caracteristici
Addresses how to improve the delivery of customer service at all levels of personnel-librarians, general staff, student workers, and volunteers
Notă biografică
Mou Chakraborty, MLIS, is director of public services at Blackwell Library, Salisbury University, where she supervises the Access Services and the Research & Instructional Services departments.
Cuprins
IntroductionMou Chakraborty1. Customer Service Training: Advice from the Business WorldAlice Bahr2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your LibraryKaren Glover3. Cultivating an "Always Say Yes" Attitude without Causing Chaos and ConfusionCheryl McGrath and Paul Bellenoit4. Instilling a Service Focus in Student WorkersJordan Jefferson and Mike VanderHeijden5. Secret Shopping and Training Mini DetectivesSarah Hammill6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public LibraryLaurie Willhalm7. Customer Service Training in an Academic Technical LibraryAnne Marie Casey and Kathleen Citro8. A Prescription for Creating a Culture of Customer ServiceValerie S. Gordon and Lee Vucovich9. More Libraries, More Opportunities for Customer Service TrainingLois Albertson and Jeannette Smithee10. Designing the Customer-Centric Library Culture: MPL's Customer Service Revolution as a Case Study in Design ThinkingAndrea Cecchetto11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer ServiceJennifer Laredo, Melissa Maglio, and Heidi Murphy12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It's All About SharingSue Kaler13. Providing Remarkable Customer Service and Resources across a Healthcare SystemDonna J. McCloskey14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries?Lewis Belfont15. Give a Pickle, Get a Smile! Sweet, Isn't It?Mou ChakrabortyAbout the Editor and Contributors199Index
Recenzii
[R]esourceful, well-researched, and implementable. . . This is highly recommended to any library interested in revising their customer services practices to best serve their community.
Library administrators and managers as well as library staff working in public services will benefit from reading this book. They will find this resource particularly useful in developing, revitalizing and/or assessing a customer service model and training program.
Library administrators and managers as well as library staff working in public services will benefit from reading this book. They will find this resource particularly useful in developing, revitalizing and/or assessing a customer service model and training program.