Stellar Customer Service

Training Library Staff to Exceed Expectations

Häftad, Engelska, 2016

687 kr

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Beskrivning

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training.Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries.Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Produktinformation

Utgivningsdatum:2016-08-29
Mått:156 x 235 x 15 mm
Vikt:454 g
Format:Häftad
Språk:Engelska
Antal sidor:226
Förlag:Bloomsbury Publishing Plc
ISBN:9781440840760

Utforska kategorier

Referensverk och tvärvetenskap inom Samhälle och politik

Mer om författaren

Mou Chakraborty, MLIS, is director of public services at Blackwell Library, Salisbury University, where she supervises the Access Services and the Research & Instructional Services departments.

Recensioner i media

[R]esourceful, well-researched, and implementable. . . This is highly recommended to any library interested in revising their customer services practices to best serve their community.

Innehållsförteckning

IntroductionMou Chakraborty1. Customer Service Training: Advice from the Business WorldAlice Bahr2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your LibraryKaren Glover3. Cultivating an "Always Say Yes" Attitude without Causing Chaos and ConfusionCheryl McGrath and Paul Bellenoit4. Instilling a Service Focus in Student WorkersJordan Jefferson and Mike VanderHeijden5. Secret Shopping and Training Mini DetectivesSarah Hammill6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public LibraryLaurie Willhalm7. Customer Service Training in an Academic Technical LibraryAnne Marie Casey and Kathleen Citro8. A Prescription for Creating a Culture of Customer ServiceValerie S. Gordon and Lee Vucovich9. More Libraries, More Opportunities for Customer Service TrainingLois Albertson and Jeannette Smithee10. Designing the Customer-Centric Library Culture: MPL's Customer Service Revolution as a Case Study in Design ThinkingAndrea Cecchetto11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer ServiceJennifer Laredo, Melissa Maglio, and Heidi Murphy12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It's All About SharingSue Kaler13. Providing Remarkable Customer Service and Resources across a Healthcare SystemDonna J. McCloskey14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries?Lewis Belfont15. Give a Pickle, Get a Smile! Sweet, Isn't It?Mou ChakrabortyAbout the Editor and Contributors199Index