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