000			01260cam a2200253 a 4500
005			20180530103547.0
008			140918s2010 enka b 001 0 eng d
020			_a9781843345701 (pbk.)
020			_a1843345706 (pbk.)
041			_aeng
082	0	0	_a025.5 _bGAN
100	1		_aGannon-Leary, Pat. _9935
245	1	0	_aCustomer care : _ba training manual for library staff _cPat Gannon-Leary and Michael D. McCarthy.
260			_aOxford, UK : _bChandos Pub., _c2010.
300			_axix, 242 p. :
490	1		_aChandos information professional series
505	0		_aPreparation -- 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.
520	8		_aAnnotation
650		0	_aPublic services (Libraries) _9936
650		0	_aLibraries _xCustomer services. _9937
650		0	_aLibrary employees _xIn-service training. _9938
700	1		_aMcCarthy, Michael D. _9939
942			_cBK
999			_c32232 _d32232