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Stellar Customer Service : Training Library Staff to Exceed Expectations, Pap...

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Item specifics

Condition
Like New: A book that looks new but has been read. Cover has no visible wear, and the dust jacket ...
Book Title
Stellar Customer Service : Training Library Staff to Exceed Expec
ISBN
9781440840760
Publication Year
2016
Type
Textbook
Format
Trade Paperback
Language
English
Publication Name
Stellar Customer Service : Training Library Staff to Exceed Expectations
Item Height
0.5in
Author
Mou Chakraborty
Item Length
9.2in
Publisher
Bloomsbury Publishing USA
Item Width
6.1in
Item Weight
16 Oz
Number of Pages
226 Pages

About this product

Product Information

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.

Product Identifiers

Publisher
Bloomsbury Publishing USA
ISBN-10
1440840768
ISBN-13
9781440840760
eBay Product ID (ePID)
211259761

Product Key Features

Author
Mou Chakraborty
Publication Name
Stellar Customer Service : Training Library Staff to Exceed Expectations
Format
Trade Paperback
Language
English
Publication Year
2016
Type
Textbook
Number of Pages
226 Pages

Dimensions

Item Length
9.2in
Item Height
0.5in
Item Width
6.1in
Item Weight
16 Oz

Additional Product Features

Number of Volumes
1 Vol.
Lc Classification Number
Z711.S793 2016
Reviews
"[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." -- VOYA "Library administrators and managers as well as library staff working in public services will benefit from reading this book. They will find this resource particularly useful in developing, revitalizing and/or assessing a customer service model and training program." -- Technical Services Quarterly, "[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." - VOYA
Table of Content
Introduction Mou Chakraborty 1. Customer Service Training: Advice from the Business World Alice Bahr 2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your Library Karen Glover 3. Cultivating an "Always Say Yes" Attitude without Causing Chaos and Confusion Cheryl McGrath and Paul Bellenoit 4. Instilling a Service Focus in Student Workers Jordan Jefferson and Mike VanderHeijden 5. Secret Shopping and Training Mini Detectives Sarah Hammill 6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public Library Laurie Willhalm 7. Customer Service Training in an Academic Technical Library Anne Marie Casey and Kathleen Citro 8. A Prescription for Creating a Culture of Customer Service Valerie S. Gordon and Lee Vucovich 9. More Libraries, More Opportunities for Customer Service Training Lois Albertson and Jeannette Smithee 10. Designing the Customer-Centric Library Culture: MPL's Customer Service Revolution as a Case Study in Design Thinking Andrea Cecchetto 11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer Service Jennifer Laredo, Melissa Maglio, and Heidi Murphy 12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It's All About Sharing Sue Kaler 13. Providing Remarkable Customer Service and Resources across a Healthcare System Donna J. McCloskey 14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries? Lewis Belfont 15. Give a Pickle, Get a Smile! Sweet, Isn't It? Mou Chakraborty About the Editor and Contributors199Index
Copyright Date
2016
Topic
Library & Information Science / General, Library & Information Science / Administration & Management
Lccn
2016-029396
Dewey Decimal
020.7155
Intended Audience
Scholarly & Professional
Dewey Edition
23
Illustrated
Yes
Genre
Language Arts & Disciplines

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