Customer service in libraries : best practices /
Harmon, Charles,1960-
Messina, Michael.
In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.
Includes bibliographical references and index.
Service is personal: the Howard County Library System customer service program / Lewis Belfont -- Technically speaking: technology planning as the backbone of good customer service / Karen C. Knox -- The Darien Library's picture book reorganization: a collection designed with patrons in mind / Kiera Parrott -- STARS: launching a customer service model in Riverside County / Mark Smith -- The collaborative conversation: connecting libraries and readers using Web 2.0 tools / Judi Repman -- Improving customer service by utilizing an existing technology innovatively / Adriana Gonzalez -- Service delivery chains as a strategy for improving library customer service / John Huber -- The buzz on patron service / Shannon Hodgins Halikias -- Make your library fantastic for homeschoolers / Abby Johnson.
In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you have got all that, here in this book are the best practices to make stellar customer service a reality for your library's users.
Public services (Libraries)
Customer services