Stellar Customer Service
eBook - ePub

Stellar Customer Service

Training Library Staff to Exceed Expectations

  1. 226 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

Stellar Customer Service

Training Library Staff to Exceed Expectations

About this book

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

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Yes, you can access Stellar Customer Service by Mou Chakraborty in PDF and/or ePUB format, as well as other popular books in Languages & Linguistics & Library & Information Science. We have over one million books available in our catalogue for you to explore.

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Contents
  5. Introduction
  6. 1. Customer Service Training: Advice from the Business World
  7. 2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your Library
  8. 3. Cultivating an “Always Say Yes” Attitude without Causing Chaos and Confusion
  9. 4. Instilling a Service Focus in Student Workers
  10. 5. Secret Shopping and Training Mini Detectives
  11. 6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public Library
  12. 7. Customer Service Training in an Academic Technical Library
  13. 8. A Prescription for Creating a Culture of Customer Service
  14. 9. More Libraries, More Opportunities for Customer Service Training
  15. 10. Designing the Customer-Centric Library Culture: MPL’s Customer Service Revolution as a Case Study in Design Thinking
  16. 11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer Service
  17. 12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It’s All About Sharing
  18. 13. Providing Remarkable Customer Service and Resources across a Healthcare System
  19. 14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries?
  20. 15. Give a Pickle, Get a Smile! Sweet, Isn’t It?
  21. About the Editor and Contributors
  22. Index