Listening to the customer
By: Peter Hernon and Joseph R. Matthews
Contributors: Matthews, Joseph R.
Publisher: Libraries Unlimited
Published: 2011
Place of publication: Santa Barbara, Calif
Language: eng
Number of pages: 201
ISBN-13: 9781598847994; 9781598848007
Subjects: Public services (Libraries); Libraries; User satisfaction; Consumer satisfaction; Public relations; Customer services; Evaluation
Notes: Includes bibliographical references and index.
Table of contents: title: Listening to and valuing customer comments; title: Obtaining staff buy-in; title: Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data; title: Methodologies (unstructured and solicited approaches) and the presentation of data collected; title: Methodologies (structured but not always solicited approaches) and analyzing study findings; title: Methodologies (unstructured and unsolicited approaches); title: I was once lost but now ?; title: Analyzing and using the customer's voice to improve service; title: Communication; title: Valuing library customers.