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Product Identifiers

PublisherElsevier Science & Technology

ISBN-101843345706

ISBN-139781843345701

eBay Product ID (ePID)128401078

Product Key Features

Number of Pages262 Pages

Publication NameCustomer Care : a Training Manual for Library Staff

LanguageEnglish

Publication Year2010

SubjectAdult & Continuing Education, Library & Information Science / General

TypeTextbook

AuthorMichael Mccarthy, Pat Gannon-Leary

Subject AreaLanguage Arts & Disciplines, Education

SeriesChandos Information Professional Ser.

FormatTrade Paperback

Dimensions

Item Height0.6 in

Item Length9.1 in

Item Width6.2 in

Additional Product Features

Intended AudienceScholarly & Professional

Dewey Edition22

ReviewsThis title is recommended for library administrators and courses in library and information science programs on public services management and improvement., Reference and User Services Quarterly, "This title is recommended for library administrators and courses in library and information science programs on public services management and improvement." -Reference and User Services Quarterly

IllustratedYes

Dewey Decimal025.5

Table Of ContentList of figures and tables About the authors Acknowledgments Preface Chapter 1: Preparation Your role as a facilitator Notes on venue and facilities Chapter 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 Chapter 3: What is customer service? Aims Background Aim 1: Identifying the constituents of good/bad/excellent service in practice Aim 2: Recognising the importance of customers' expectations and feelings Chapter 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 Chapter 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 face Aim 3: To improve communications, whether face to face, over the telephone or in writing Final comments Chapter 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 Chapter 7: Handling complaints Aims Background Aim 1: To identify the appropriate steps in handling customer complaints Aim 2: To develop a positive proactive response to customers' problems and complaints Chapter 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 Chapter 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 behaviour Aim 2: To use assertive language in response to customer and staff statements Chapter 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 Chapter 11: Teambuilding Aims Background Aim 1: To foster team spirit Aim 2: To help understand how we work in groups Chapter 12: What are we good at, and what is our future? Action planning Aims Background Aim 1: To celebrate success and take pride in achievements Aim 2: To actively share information about team successes Aim 3: To make a commitment to improving customer service skills Chapter 13: Wrapping it up Concluding remarks Feedback Chapter 14: Conclusion Plenary Some final words... Index

SynopsisCustomer 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, 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.

LC Classification NumberZ711.G315 2010