Yes! on Demand: How to Create Winning, Customized Library Service
Autor Kathy L. Middleton Cuvânt înainte de Rivkah Sassen Limba Engleză Paperback – 20 noi 2016 – vârsta până la 17 ani
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Specificații
ISBN-13: 9781440848537
ISBN-10: 144084853X
Pagini: 144
Dimensiuni: 156 x 235 mm
Greutate: 0.2 kg
Editura: Bloomsbury Publishing
Colecția Libraries Unlimited
Locul publicării:New York, United States
ISBN-10: 144084853X
Pagini: 144
Dimensiuni: 156 x 235 mm
Greutate: 0.2 kg
Editura: Bloomsbury Publishing
Colecția Libraries Unlimited
Locul publicării:New York, United States
Caracteristici
Explains why administrators must release some control, allowing staff to use their own judgment and sometimes break with standard policies and procedures
Notă biografică
Kathy L. Middleton, MLIS, is assistant director for public services at Sacramento Public Library, Sacramento, CA.
Cuprins
ForewordIntroduction1. Heroes on the Front LineWhat People Don't Know about Library WorkLibrary IncidentsIn the SpotlightDisruptive Behavior and Setting BoundariesHeroes in Tumultuous TimesEmotional ImpactNotes2. Shift in Thinking RequiredCulture of Hope, Encouragement, and SupportHopeWorld-Renowned LeadershipLack of Control and StressTrustAttitude and CommitmentMore Than a PaycheckEncouragementA Better BossSupportStaff as LeadersNotes3. Yes! on DemandSocial NetworksWhat Yes! on Demand Isn'tYes and No LanguageNotes4. Business Yes! ModelsService IndustryNeiman MarcusNordstromZapposThe Ritz-Carlton Hotel CompanyStarbucksThe Walt Disney CompanyVirgin GroupSouthwest AirlinesNotes5. Eliminate NoSigns of "No"AttitudePersonalize HelpTurn "No" into "Yes"InclusivitySensory StorytimesAvoid "No""No" Responses"Nos" on the NetworkPublic Library Yelp CommentsYes-Focused Customer Service StatementsNotes6. Personalize Customer ServiceHow It Makes You FeelThe "Who" in Personalized ServiceBe RealLet Go of ControlProvide ChoicesChallenging InteractionsExtraordinary Personalized ServiceRecognizing the NeedPersonalize Library ServiceNotes7. Break and Fix RulesRulesCustomer Service StatementsSocial MediaPublic Libraries Change LivesNotesAppendixSelected BibliographyIndex
Recenzii
This fresh approach to customer service in libraries will encourage leaders and frontline staff to reposition their organizations as welcoming and relevant places in the community.