Customer care a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy.

Author/creator Gannon-Leary, Pat
Other author McCarthy, Michael D.
Format Electronic
Publication InfoOxford, UK : Chandos Pub.,
Descriptionxix, 242 p. : ill. ; 24 cm.
Supplemental ContentFull text available from eBook - Social Sciences 2010
Subjects
Public services (Libraries)
Libraries--Customer services.
Library employees--In-service training.

SeriesChandos information professional series
Chandos information professional series. ^A573399
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.
Summary Annotation The book provides a detailed customer care 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. As it relies heavily on facilitation techniques, the training may not necessarily be delivered by staff responsible for staff training and development but can be delivered by a cross-departmental team of facilitators. This empowers these staff and gives them both skills and development opportunities.
Bibliography noteIncludes bibliographical references and index.
Access restrictionAvailable only to authorized users.
Technical detailsMode of access: World Wide Web
Genre/formElectronic books.
LCCN 2014427845
ISBN9781843345701 (pbk.)
ISBN1843345706 (pbk.)

Availability

Library Location Call Number Status Item Actions
Electronic Resources Access Content Online ✔ Available