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Listening to the customer

Author: Peter Hernon; Joseph R Matthews
Publisher: Santa Barbara, Calif. : Libraries Unlimited, ©2011.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"[This book] provides effective strategies for gathering information from the client perspective in order to meet library patrons' expectations and specific information needs. The voice-of-the-customer program ... involves not only listening to customers, but also maintaining an ongoing dialogue with them"--Page 4 of cover.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Peter Hernon; Joseph R Matthews
ISBN: 9781598847994 1598847996 9781598848007 1598848003
OCLC Number: 701242220
Description: xiii, 201 pages : illustrations ; 26 cm
Contents: Listening to and valuing customer comments --
Obtaining staff buy-in --
Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data --
Methodologies (unstructured and solicited approaches) and the presentation of data collected --
Methodologies (structured but not always solicited approaches) and analyzing study findings --
Methodologies (unstructured and unsolicited approaches) --
I was once lost but now? --
Analyzing and using the customer's voice to improve service --
Communication --
Valuing library customers.
Responsibility: Peter Hernon and Joseph R. Matthews.

Abstract:

A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed  Read more...

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