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Book Cover
Book
Author Weingand, Darlene E.

Title Customer service excellence : a concise guide for librarians / Darlene E. Weingand
Published Chicago : American Library Association, 1997

Copies

Location Call no. Vol. Availability
 W'PONDS  025.5 Wei/Cse  AVAILABLE
Description xii, 136 pages : illustrations ; 23 cm
Contents 1. The Philosophy of Customer Service -- 2. Focusing on the Library Customer -- 3. What Is Excellence? -- 4. The Team Approach -- 5. The Problem-Solving Process -- 6. Communication: The Language of Customer Service -- 7. Strategies for Success -- 8. Looking to the Future through the Lens of Customer Service
Summary Provides superb application of sound customer service principles to libraries especially public libraries
Analysis Libraries
Management techniques
Overseas item
Service delivery
United States
Notes Includes index. Bibliography: p. 125-129
Bibliography Includes bibliographical references (pages 125-129) and index
Subject Public services (Libraries) -- United States.
Libraries -- Customer services.
Libraries -- Public relations.
Author American Library Association.
LC no. 96043394
ISBN 0838906893