02202cam a2200349 a 4500 18307933 BD-DhUL 20160626153532.0 140918s2010 xxka b 001 0 eng 2014427845 9781843345701 (pbk.) 1843345706 (pbk.) (OCoLC)ocn503046677 BD-DhUL BD-DhUL lccopycat Z711 .G315 2010 384.64 GAC Gannon-Leary, Pat. Customer care : a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy. Oxford, UK : Chandos Pub., 2010. xix, 242 p. : ill. ; 24 cm. Chandos information professional series Includes bibliographical references and index. Preparation -- The introduction -- What is customer service? -- Who are our customers? : the customer service chain -- Communication -- Questioning and active listening -- Handling complaints -- Dealing with challenging situations -- Life positions and the OK Corral : being more confident and assertive -- Suggestions for improvement -- Teambuilding -- What are we good at, and what is our future? : action planning -- Wrapping it up -- Conclusion. 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. Public services (Libraries) Libraries Customer services. Library employees In-service training. McCarthy, Michael D. Chandos information professional series. ddc BK 80602 80602 0 0 ddc 0 384_640000000000000_GAC 0 NFIC 135697 DUL DUL GEN 2016-06-26 Purchased 384.64 GAC 457775 2016-06-26 2016-06-26 BK 0 0 ddc 0 025_500000000000000_GAC 0 NFIC 227987 DUL DUL GEN 2016-11-08 Purchased 025.5 GAC 479845 2016-11-08 2016-11-08 BK