Training library staff and volunteers to provide extraordinary customer service
Author(s)
Bibliographic Information
Training library staff and volunteers to provide extraordinary customer service
Facet, 2006
- : pbk
Available at 1 libraries
  Aomori
  Iwate
  Miyagi
  Akita
  Yamagata
  Fukushima
  Ibaraki
  Tochigi
  Gunma
  Saitama
  Chiba
  Tokyo
  Kanagawa
  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
  Mie
  Shiga
  Kyoto
  Osaka
  Hyogo
  Nara
  Wakayama
  Tottori
  Shimane
  Okayama
  Hiroshima
  Yamaguchi
  Tokushima
  Kagawa
  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
  Sweden
  Norway
  United States of America
-
University of Tsukuba Library, Library on Library and Information Science
: pbk013.1-To1710009007373
Note
Includes bibliographical references and index
Description and Table of Contents
Description
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.
Table of Contents
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.
by "Nielsen BookData"