000			02408cam a2200373 a 4500
001			18307933
003			BD-DhUISL
005			20191125113432.0
008			140918s2010 enka b 001 0 eng d
010			_a 2014427845
020			_a9781843345701 (pbk.)
020			_a1843345706 (pbk.)
035			_a(OCoLC)ocn503046677
040			_aYDXCP _cYDXCP _dCDX _dESU _dCGU _dVP@ _dLML _dFDA _dMEUBL _dBTCTA _dBDX _dOCLCF _dS4S _dDLC _dBD-DhUISL
042			_alccopycat
050	0	0	_aZ711 _b.G315 2010
082	0	0	_a025.5 _223 _bDAG 2010
100	1		_aGannon-Leary, Pat.
245	1	0	_aCustomer care : _ba training manual for library staff / _cPat Gannon-Leary and Michael D. McCarthy.
260			_aOxford, UK : _bChandos Pub., _c2010.
300			_axix, 242 p. : _bill. ; _c24 cm.
490	1		_aChandos information professional series
504			_aIncludes bibliographical references and index.
505	0		_aPreparation -- 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.
520	8		_aAnnotation _bThe 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.
650		0	_aPublic services (Libraries)
650		0	_aLibraries _xCustomer services.
650		0	_aLibrary employees _xIn-service training.
700	1		_aMcCarthy, Michael D.
830		0	_aChandos information professional series.
906			_a7 _bcbc _ccopycat _d2 _encip _f20 _gy-gencatlg
942			_2ddc _cBK
955			_bxk25 2014-09-18 z-processor _ixk04 2014-10-24 to Dewey
999			_c138 _d138