Training library staff and volunteers to provide extraordinary customer service
著者
書誌事項
Training library staff and volunteers to provide extraordinary customer service
Facet, 2006
- : pbk
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the 'what to say' and 'what to do' to make that goal a reality. The authors offer guidance for training employees at all levels - from front line staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions - job interviews, orientation, employee review, and in-service and out-service training. The book suggests standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary.
The chapters featured include: determining customer service essentials; examining general training guidelines; preparing specific training for library staff and volunteers; assessing and anticipating the needs of customers; tracking and responding to customer feedback; planning staff-development days; instituting continuous learning in libraries; integrating continuous learning with customer service; and, resource tools for customer service managers and trainees. Numerous model forms make this toolkit essential for library managers and administrators who want to help their staff to develop a whole new level of customer service.
目次
determining customer service essentials * examining general training guidelines * preparing specific training for library staff and volunteers * assessing and anticipating the needs of customers * tracking and responding to customer feedback * planning staff-development days * instituting continuous learning in libraries * integrating continuous learning with customer service * resource tools for customer service managers and trainees.
「Nielsen BookData」 より
