TY  - BOOK
AU  - Gannon-Leary,Pat
AU  - McCarthy,Michael D.
TI  - Customer care: a training manual for library staff 
T2  - Chandos information professional series
SN  - 9781843345701 (pbk.)
U1  - 025.5 
PY  - 2010///
CY  - Oxford, UK
PB  - Chandos Pub.
KW  - Public services (Libraries)
KW  - Libraries
KW  - Customer services
KW  - Library employees
KW  - In-service training
N1  - 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
N2  - Annotation
ER  -