- 262 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
About this book
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 manual
- Potential as a text book
- Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services
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Information
Table of contents
- Cover image
- Title page
- Table of Contents
- Copyright
- List of figures and tables
- About the authors
- Acknowledgments
- Preface
- Chapter 1: Preparation
- Chapter 2: The introduction
- Chapter 3: What is customer service?
- Chapter 4: Who are our customers? The customer service chain
- Chapter 5: Communication
- Chapter 6: Questioning and active listening
- Chapter 7: Handling complaints
- Chapter 8: Dealing with challenging situations
- Chapter 9: Life positions and the OK Corral: being more confident and assertive
- Chapter 10: Suggestions for improvement
- Chapter 11: Teambuilding
- Chapter 12: What are we good at, and what is our future? Action planning
- Chapter 13: Wrapping it up
- Chapter 14: Conclusion
- Index
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Yes, you can access Customer Care by Pat Gannon-Leary,Michael McCarthy in PDF and/or ePUB format, as well as other popular books in Languages & Linguistics & Adult Education. We have over 1.5 million books available in our catalogue for you to explore.