Building a successful customer-service culture : a guide for library and information managers (Book, 2004) [WorldCat.org]
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Building a successful customer-service culture : a guide for library and information managers

Author: Maxine Melling; Joyce Little
Publisher: London : Facet, 2004.
Edition/Format:   Print book : English : ReprView all editions and formats
Summary:
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be  Read more...
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Details

Document Type: Book
All Authors / Contributors: Maxine Melling; Joyce Little
ISBN: 1856044491 9781856044493
OCLC Number: 934134351
Notes: Indice.
Description: XII, 212 p. ; 24 cm
Contents: The users' perspective: a personal view / Graham Matthews --
Planning and policy making / Sheila Corrall --
Leadership and management / Robert Gent and Grace Kempster --
Human resource planning / John M. Pluse and Alix Craven --
Keeping focused on our customers: marketing as a tool for library and information managers / Christopher West --
Assuring quality / Bill Macnaught and Mary Fleming --
Planning academic library buildings for customers and services / Andrew McDonald --
Developing a service culture through partnerships / Maxine Melling and Joyce Little --
Virtual service / R. David Lankes.
Responsibility: edited by Maxine Melling and Joyce Little.
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Abstract:

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. (EDITOR).

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