Customer care :
Gannon-Leary, Pat.
Customer care : a training manual for library staff Pat Gannon-Leary and Michael D. McCarthy. - Oxford, UK : Chandos Pub., 2010. - xix, 242 p. : - Chandos information professional series .
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.
Annotation
9781843345701 (pbk.) 1843345706 (pbk.)
Public services (Libraries)
Libraries--Customer services.
Library employees--In-service training.
025.5 / GAN
Customer care : a training manual for library staff Pat Gannon-Leary and Michael D. McCarthy. - Oxford, UK : Chandos Pub., 2010. - xix, 242 p. : - Chandos information professional series .
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.
Annotation
9781843345701 (pbk.) 1843345706 (pbk.)
Public services (Libraries)
Libraries--Customer services.
Library employees--In-service training.
025.5 / GAN