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

By: Contributor(s): Material type: TextTextSeries: Chandos information professional seriesPublication details: Oxford : Chandos, [2010]Description: 242 p. : tabs. ; 23 cm. ; pbkISBN:
  • 9781843345701
  • 9781843345701:
Subject(s): DDC classification:
  • 023.9
Summary: A detailed training manual for designing and delivering a customer care program for all types of libraries. Authors Pat Gannon-Leary and Michael D. McCarthy tap their extensive customer service experience to create an ideal resource that is both a reference work for customer care processes and procedures, and a training manual. They designed their book to be used by library managers to create a customer care course tailored to the training needs of their library staff. They categorize what exactly is meant by customer service and then identify the constituents of good service in practice. The book also describes how to handle problems in customer service and how to develop a positive proactive response to customers' complaints. Librarians will appreciate the authors' strategies for dealing with challenging situations and their practical suggestions for customer care improvement.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
General Lending Carlow Campus Library General Lending 023.9 (Browse shelf(Opens below)) 1 Available 65063

Includes bibliographical references and index

A detailed training manual for designing and delivering a customer care program for all types of libraries. Authors Pat Gannon-Leary and Michael D. McCarthy tap their extensive customer service experience to create an ideal resource that is both a reference work for customer care processes and procedures, and a training manual. They designed their book to be used by library managers to create a customer care course tailored to the training needs of their library staff. They categorize what exactly is meant by customer service and then identify the constituents of good service in practice. The book also describes how to handle problems in customer service and how to develop a positive proactive response to customers' complaints. Librarians will appreciate the authors' strategies for dealing with challenging situations and their practical suggestions for customer care improvement.

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