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210123 ||| eng |
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|a 9781780630311
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|a 178063031X
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|a Z711
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|a Gannon-Leary, Pat
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|a Customer care
|b a training manual for library staff
|c Pat Gannon-Leary and Michael D. McCarthy
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| 260 |
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|a Oxford, UK
|b Chandos Pub.
|c 2010
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| 300 |
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|a xix, 242 pages
|b illustrations
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| 505 |
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|a 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
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|a Includes bibliographical references and index
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| 653 |
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|a Library employees / In-service training / fast
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| 653 |
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|a Public services (Libraries) / fast
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| 653 |
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|a LANGUAGE ARTS & DISCIPLINES / Library & Information Science / General / bisacsh
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| 653 |
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|a Bibliothèques / Personnel / Formation
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| 653 |
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|a Bibliothèques / Personnel / Formation en cours d'emploi
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| 653 |
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|a Libraries / Customer services
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| 653 |
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|a Public services (Libraries) / http://id.loc.gov/authorities/subjects/sh85076635
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| 653 |
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|a Library employees / Training of
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| 653 |
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|a Libraries / Customer services / fast
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| 653 |
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|a Bibliothèques / Services aux usagers
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| 653 |
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|a Library employees / In-service training
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| 700 |
1 |
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|a McCarthy, Michael D.
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| 041 |
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7 |
|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 490 |
0 |
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|a Chandos information professional series
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| 776 |
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|z 9781780630311
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| 776 |
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|z 178063031X
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| 776 |
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|z 1843345706
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| 776 |
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|z 9781843345701
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| 856 |
4 |
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|u https://learning.oreilly.com/library/view/~/9781843345701/?ar
|x Verlag
|3 Volltext
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|a 500
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|a 658.812
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|a 658.31
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|a 020.71
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| 520 |
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|a Customer Care provides a detailed 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. Dual use - reference work and/or training manualPotential as a text bookApplicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services
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