Stellar customer service : training library staff to exceed expectations / Mou Chakraborty, editor.

Other author Chakraborty, Mou, editor.
Format Book
PublicationSanta Barbara, California : Libraries Unlimited, [2016]
Descriptionxii, 213 pages : illustrations ; 24 cm
Subjects
Public services (Libraries)--United States.
Libraries--Customer services. --United States.
Library employees--In-service training. --United States.

Contents Customer service training : advice from the business world / Alice Bahr -- Creating a comprehensive training plan for better customer service experiences in your library / Karen Glover -- Cultivating an 'always say yes' attitude without causing chaos and confusion / Cheryl McGrath and Paul Bellenoit -- Instilling a service focus in student workers / Jordan Jefferson and Mike VanderHeijden -- Secret shopping and training mini detectives / Sarah Hamill -- Using volunteers to expand the walls of the library : books for wider horizons at Oakland Public Library / Laurie Willhalm -- Customer service training in an academic technical library / Anne Marie Casey and Kathleen Citro -- A prescription for creating a culture of customer service / Valerie S. Gordon and Lee Vucovich -- More libraries, more opportunities for customer service training / Lois Albertson and Jeannette Smithee -- Designing the customer-centric library culture : MPL's customer service revolution as a case study in design thinking / Andrea Cecchetto -- Library reality TV : using improv techniques to transform your approach to customer service / Jennifer Laredo, Melissa Maglio, and Heidi Murphy -- Providing stellar interlibrary loan service to borrowing libraries and your own local patrons : it's all about sharing / Sue Kaler -- Providing remarkable customer service and resources across a health care system / Donna J. McCloskey -- Values-based customer service : 21st-century customer service for public libraries? / Lewis Belfont -- Give a pickle, get a smile! : sweet, isn't it? / Mou Chakraborty.
Bibliography noteIncludes bibliographical references and index.
Issued in other formOnline version: Stellar customer service. Santa Barbara, CA : Libraries Unlimited, [2016] 9781440840777
LCCN 2016029396
ISBN9781440840760 (pbk. ; alk. paper)
ISBN1440840768 (pbk. ; alk. paper)
ISBN(eBook)

Availability

Library Location Call Number Status Item Actions
Joyner General Stacks Z711 .S793 2016 ✔ Available Place Hold