Walters, Suzanne.
Customer service : how-to-do-it manual for librarians / Suzanne Walters. - New York : Neal-Schuman Publishers, 1994. - iii, 115 p. : ill. ; 28 cm. - How-to-do-it manuals for libraries ; no. 41. .
Includes bibliographical references and index.
Why do we need good customer service? -- Examples of good customer service -- Customer service in a marketing framework -- Management philosophy and commitment -- Employee as a customer -- Staff training -- Problem solving and complaint management -- Reward and recognition: the key to employee motivation -- Market research -- Implementing your customer service program -- 52 ways to keep your customers for life.
94006277
Public services (Libraries)--United States.
Customer services--United States.
Customer service : how-to-do-it manual for librarians / Suzanne Walters. - New York : Neal-Schuman Publishers, 1994. - iii, 115 p. : ill. ; 28 cm. - How-to-do-it manuals for libraries ; no. 41. .
Includes bibliographical references and index.
Why do we need good customer service? -- Examples of good customer service -- Customer service in a marketing framework -- Management philosophy and commitment -- Employee as a customer -- Staff training -- Problem solving and complaint management -- Reward and recognition: the key to employee motivation -- Market research -- Implementing your customer service program -- 52 ways to keep your customers for life.
94006277
Public services (Libraries)--United States.
Customer services--United States.