Customer care : a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy.

Format:

Book

Author/Creator:

Gannon-Leary, Pat.

Contributor:

McCarthy, Michael D.

Series:

Chandos Information Professional Series

Chandos information professional series

Language:

English

Subjects (All):

Libraries--Customer services.

Libraries.

Library employees--In-service training.

Library employees.

Public services (Libraries).

Physical Description:

1 online resource (263 p.)

Edition:

1st edition

Place of Publication:

Oxford : Chandos Publishing, 2010.

Language Note:

English

System Details:

text file

Summary:

Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff.Dual use - reference work and/or training manualPotential as a text bookApplicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services

Contents:

Cover; Customer Care: A training manual for library staff; Copyright; Contents; List of figures and tables; About the authors; Acknowledgments; Preface; 1 Preparation; Your role as a facilitator; Notes on venue and facilities; 2 The introduction; Aims; Background; Aim 1: Introductions; Aim 2: Expressing concerns and creating a climate for learning; Aim 3: Understanding the aims of the course; Aim 4: Establishing the ground rules; Aim 5: Clarifying the role of the facilitator; 3 What is customer service?; Aims; Background

Aim 1: Identifying the constituents of good/bad/excellent service in practiceAim 2: Recognising the importance of customers' expectations and feelings; 4 Who are our customers? The customer service chain; Aims; Background; Aim 1: To identify more clearly the different kinds of customer; Aim 2: To recognise the special needs of different customers; Aim 3: To recognise from whom we receive service in general; Aim 4: To recognise our internal customers; Further reading; 5 Communication; Aims; Background; Aim 1: To recognise the barriers to communication

Aim 2: To recognise the importance of body language or NVC when dealing with customers face to faceAim 3: To improve communications, whether face to face, over the telephone or in writing; Final comments; Further reading; 6 Questioning and active listening; Aims; Background; Aim 1: To identify the different types of questions and their effect on communication; Aim 2: To use questions to communicate more effectively; Aim 3: To encourage more active and effective listening; Further reading; 7 Handling complaints; Aims; Background

Aim 1: To identify the appropriate steps in handling customer complaintsAim 2: To develop a positive proactive response to customers' problems and complaints; Further reading; 8 Dealing with challenging situations; Aims; Background; Aim 1: To identify behaviours that create positive relationships with customers; Aim 2: To recognise signs of aggression in a person; Aim 3: To identify appropriate strategies for dealing with challenging situations; Further reading; 9 Life positions and the OK Corral: being more confident and assertive; Aims; Background

Aim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviourAim 2: To use assertive language in response to customer and staff statements; Further reading; 10 Suggestions for improvement; Aims; Background; Aim 1: To identify how participants can help improve the effectiveness of their section; Aim 2: To identify how managers can help participants make improvements; Further reading; 11 Teambuilding; Aims; Background; Aim 1: To foster team spirit; Aim 2: To help understand how we work in groups; Further reading

12 What are we good at, and what is our future? Action planning

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed January 15, 2014).

ISBN:

9781780630311

178063031X

OCLC:

866858751