Stellar customer service : training library staff to exceed expectations /
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| Format: | eBook |
| Language: | English |
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Santa Barbara, CA :
Libraries Unlimited, an imprint of ABC-CLIO, LLC,
[2016]
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| Online Access: | Connect to the full text of this electronic book |
Table of Contents:
- Customer service training : advice from the business world / Alice Bahr
- Creating a comprehensive training plan for better customer service experiences in your library / Karen Glover
- Cultivating an 'always say yes' attitude without causing chaos and confusion / Cheryl McGrath and Paul Bellenoit
- Instilling a service focus in student workers / Jordan Jefferson and Mike VanderHeijden
- Being mini detectives and secret shopping / Sarah Hamill
- Using volunteers to expand the walls of the library : books for wider horizons at Oakland Public Library / Laurie Willhalm
- Customer service training in an academic technical library / Anne Marie Casey and Kathleen Citro
- A prescription for creating a culture of customer service / Valerie S. Gordon and Lee Vucovich
- More libraries, more opportunities for customer service training / Lois Albertson and Jeannette Smithee
- Designing the customer-centric library culture : MPL's customer service revolution as a case study in design thinking / Andrea Cecchetto
- Library reality TV : using improv techniques to transform your approach to customer service / Jennifer Laredo, Melissa Maglio, Heidi Murphy
- Providing stellar interlibrary loan service to borrowing libraries and your own local patrons : it's all about sharing / Sue Kaler
- Providing remarkable customer service and resources across a health care system / Donna McCloskey
- Values-based customer service : 21st-century customer service for public libraries? / Lewis Belfont
- Give a pickle, get a smile! : sweet, isn't it? / Mou Chakraborty.