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Customer care a training manual for library staff

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 tr...

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Bibliographic Details
Main Author: Gannon-Leary, Pat
Other Authors: McCarthy, Michael D.
Format: eBook
Language:English
Published: Oxford, UK Chandos Pub. 2010
Series:Chandos information professional series
Subjects:
Library Employees / In-service Training / Fast
Public Services (libraries) / Fast
Language Arts & Disciplines / Library & Information Science / General / Bisacsh
Bibliothèques / Personnel / Formation
Bibliothèques / Personnel / Formation En Cours D'emploi
Libraries / Customer Services
Public Services (libraries) / Http://id.loc.gov/authorities/subjects/sh85076635
Library Employees / Training Of
Libraries / Customer Services / Fast
Bibliothèques / Services Aux Usagers
Library Employees / In-service Training
Online Access:
Collection: O'Reilly - Collection details see MPG.ReNa
Table of 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
  • Includes bibliographical references and index

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