Stellar Customer Service (eBook, ePUB)

Training Library Staff to Exceed Expectations
Redaktion: Chakraborty, Mou

• Format: ePub

Produktbeschreibung

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels-from librarians and staff to student workers and volunteers-must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Produktdetails

• Verlag: Bloomsbury Publishing Inc
• Seitenzahl: 226
• Altersempfehlung: ab 7 Jahre
• Erscheinungstermin: 29. August 2016
• Englisch
• ISBN-13: 9798216149088
• Artikelnr.: 68167826

Autorenporträt

Mou Chakraborty, MLIS, is director of public services at Blackwell Library, Salisbury University, where she supervises the Access Services and the Research & Instructional Services departments.

Inhaltsangabe

Introduction Mou Chakraborty 1. Customer Service Training: Advice from the
Business World Alice Bahr 2. Creating a Comprehensive Training Plan for
Better Customer Service Experiences in Your Library Karen Glover 3.
Cultivating an "Always Say Yes" Attitude without Causing Chaos and
Confusion Cheryl McGrath and Paul Bellenoit 4. Instilling a Service Focus
in Student Workers Jordan Jefferson and Mike VanderHeijden 5. Secret
Shopping and Training Mini Detectives Sarah Hammill 6. Using Volunteers to
Expand the Walls of the Library: Books for Wider Horizons at Oakland Public
Library Laurie Willhalm 7. Customer Service Training in an Academic
Technical Library Anne Marie Casey and Kathleen Citro 8. A Prescription for
Creating a Culture of Customer Service Valerie S. Gordon and Lee Vucovich
9. More Libraries, More Opportunities for Customer Service Training Lois
Albertson and Jeannette Smithee 10. Designing the Customer-Centric Library
Culture: MPL's Customer Service Revolution as a Case Study in Design
Thinking Andrea Cecchetto 11. Library Reality TV: Using Improv Techniques
to Transform Your Approach to Customer Service Jennifer Laredo, Melissa
Maglio, and Heidi Murphy 12. Providing Stellar Interlibrary Loan Service to
Borrowing Libraries and Your Own Local Patrons: It's All About Sharing Sue
Kaler 13. Providing Remarkable Customer Service and Resources across a
Healthcare System Donna J. McCloskey 14. Values-Based Customer Service:
21st-Century Customer Service for Public Libraries? Lewis Belfont 15. Give
a Pickle, Get a Smile! Sweet, Isn't It? Mou Chakraborty About the Editor
and Contributors 199 Index