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Customer service : how-to-do-it manual for librarians / Suzanne Walters.

By: Walters, Suzanne.
Material type: materialTypeLabelBookSeries: How-to-do-it manuals for libraries ; no. 41. Publisher: New York : Neal-Schuman Publishers, 1994Description: iii, 115 p. : ill. ; 28 cm.Subject(s): Public services (Libraries) -- United States | Customer services -- United States
Contents:
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.
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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.

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