Customer care : a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy. Gannon-Leary, Pat. McCarthy, Michael D. Public services (Libraries) Libraries Customer services. Library employees In-service training. Z711 .G315 2010 384.64 GAC Includes bibliographical references and index. Annotation The book provides a detailed customer care 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. As it relies heavily on facilitation techniques, the training may not necessarily be delivered by staff responsible for staff training and development but can be delivered by a cross-departmental team of facilitators. This empowers these staff and gives them both skills and development opportunities. Oxford, UK : Chandos Pub., 2010. 2010. 2010 Text xix, 242 p. : eng Chandos information professional series Chandos information professional series.