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Customer care : a training manual for library staff /
Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and tr...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Oxford, UK :
Chandos Pub.,
2010.
|
| Colección: | Chandos information professional series.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
| LEADER | 00000cam a2200000Ia 4500 | ||
|---|---|---|---|
| 001 | OR_ocn853521191 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr |n||||||||| | ||
| 008 | 130723s2010 enka ob 001 0 eng d | ||
| 010 | |a 2014427845 | ||
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| 020 | |a 9781780630311 |q (electronic bk.) | ||
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| 020 | |z 1843345706 |q (pbk.) | ||
| 020 | |z 9781843345701 |q (pbk.) | ||
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| 037 | |a CL0500000432 |b Safari Books Online | ||
| 037 | |a 36C9525F-DC13-4CC4-966D-D34B01F20277 |b OverDrive, Inc. |n http://www.overdrive.com | ||
| 050 | 4 | |a Z711 |b .G366 2010 | |
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| 049 | |a UAMI | ||
| 100 | 1 | |a Gannon-Leary, Pat. | |
| 245 | 1 | 0 | |a Customer care : |b a training manual for library staff / |c Pat Gannon-Leary and Michael D. McCarthy. |
| 260 | |a Oxford, UK : |b Chandos Pub., |c 2010. | ||
| 300 | |a 1 online resource (xix, 242 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Chandos information professional series | |
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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. | |
| 588 | 0 | |a Print version record. | |
| 520 | |a Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use - reference work and/or training manualPotential as a text bookApplicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Public services (Libraries) | |
| 650 | 0 | |a Libraries |x Customer services. | |
| 650 | 0 | |a Library employees |x In-service training. | |
| 650 | 6 | |a Bibliothèques |x Services aux usagers. | |
| 650 | 6 | |a Bibliothèques |x Personnel |x Formation en cours d'emploi. | |
| 650 | 7 | |a LANGUAGE ARTS & DISCIPLINES |x Library & Information Science |x General. |2 bisacsh | |
| 650 | 7 | |a Libraries |x Customer services. |2 fast |0 (OCoLC)fst00997384 | |
| 650 | 7 | |a Library employees |x In-service training. |2 fast |0 (OCoLC)fst00997736 | |
| 650 | 7 | |a Public services (Libraries) |2 fast |0 (OCoLC)fst01083042 | |
| 700 | 1 | |a McCarthy, Michael D. | |
| 776 | 0 | 8 | |i Print version: |a Gannon-Leary, Pat. |t Customer care. |d Oxford, UK : Chandos Pub., 2010 |z 1843345706 |w (OCoLC)503046677 |
| 830 | 0 | |a Chandos information professional series. | |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781843345701/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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| 938 | |a EBL - Ebook Library |b EBLB |n EBL1584471 | ||
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