Customer care : a training manual for library staff /

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Gannon-Leary, Pat
Otros Autores: McCarthy, Michael D.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Oxford, UK : Chandos Pub., 2010.
Colección:Chandos information professional series.
Temas:
Public services (Libraries)
Libraries > Customer services.
Library employees > In-service training.
Biblioth�eques > Services aux usagers.
Biblioth�eques > Personnel > Formation en cours d'emploi.
Biblioth�eques > Personnel > Formation.
LANGUAGE ARTS & DISCIPLINES > Library & Information Science > General.
Libraries > Customer services
Library employees > In-service training
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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