Customer service in libraries : best practices /
Customer service in libraries : best practices /
edited by Charles Harmon, Michael Messina.
- 1 online resource (x, 108 pages)
- Best practices in library services .
- Best practices in library services. .
Includes bibliographical references and index.
Service is personal: the Howard County Library System customer service program / Lewis Belfont -- Technically speaking : technology planning as the backbone of good customer service / Karen C. Knox -- The Darien Library's picture book reorganization : a collection designed with patrons in mind / Kiera Parrott -- STARS : launching a customer service model in Riverside County / Mark Smith -- The collaborative conversation : connecting libraries and readers using Web 2.0 tools / Judi Repman -- Improving customer service by utilizing an existing technology innovatively / Adriana Gonzalez -- Service delivery chains as a strategy for improving library customer service / John Huber -- The buzz on patron service / Shannon Hodgins Halikias -- Make your library fantastic for homeschoolers / Abby Johnson.
In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.
9780810887497 0810887495 0810887487 9781299148888 1299148883 9780810887480
446138 MIL 4D5F6D58-B9CD-488D-A976-F44A976F6FE1 OverDrive, Inc. http://www.overdrive.com
2020738836
Public services (Libraries)--United States.
Customer services--United States.
Consumer satisfaction.
Libraries--organization & administration
Consumer Behavior
Bibliothèques--Services aux usagers--États-Unis.
Service à la clientèle--États-Unis.
Consommateurs--Satisfaction.
LANGUAGE ARTS & DISCIPLINES--Library & Information Science--General.
Consumer satisfaction
Customer services
Public services (Libraries)
United States
Z711
025.50973
Includes bibliographical references and index.
Service is personal: the Howard County Library System customer service program / Lewis Belfont -- Technically speaking : technology planning as the backbone of good customer service / Karen C. Knox -- The Darien Library's picture book reorganization : a collection designed with patrons in mind / Kiera Parrott -- STARS : launching a customer service model in Riverside County / Mark Smith -- The collaborative conversation : connecting libraries and readers using Web 2.0 tools / Judi Repman -- Improving customer service by utilizing an existing technology innovatively / Adriana Gonzalez -- Service delivery chains as a strategy for improving library customer service / John Huber -- The buzz on patron service / Shannon Hodgins Halikias -- Make your library fantastic for homeschoolers / Abby Johnson.
In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.
9780810887497 0810887495 0810887487 9781299148888 1299148883 9780810887480
446138 MIL 4D5F6D58-B9CD-488D-A976-F44A976F6FE1 OverDrive, Inc. http://www.overdrive.com
2020738836
Public services (Libraries)--United States.
Customer services--United States.
Consumer satisfaction.
Libraries--organization & administration
Consumer Behavior
Bibliothèques--Services aux usagers--États-Unis.
Service à la clientèle--États-Unis.
Consommateurs--Satisfaction.
LANGUAGE ARTS & DISCIPLINES--Library & Information Science--General.
Consumer satisfaction
Customer services
Public services (Libraries)
United States
Z711
025.50973