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Title Stellar customer service : training library staff to exceed expectations / Mou Chakraborty, editor
Published Santa Barbara, CA : Libraries Unlimited, [2016]
Online access available from:
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Description 1 online resource
Contents Customer service training : advice from the business world / Alice Bahr -- Creating a comprehensive training plan for better customer service experiences in your library / Karen Glover -- Cultivating an 'always say yes' attitude without causing chaos and confusion / Cheryl McGrath and Paul Bellenoit -- Instilling a service focus in student workers / Jordan Jefferson and Mike VanderHeijden -- Being mini detectives and secret shopping / Sarah Hamill -- Using volunteers to expand the walls of the library : books for wider horizons at Oakland Public Library / Laurie Willhalm -- Customer service training in an academic technical library / Anne Marie Casey and Kathleen Citro -- A prescription for creating a culture of customer service / Valerie S. Gordon and Lee Vucovich -- More libraries, more opportunities for customer service training / Lois Albertson and Jeannette Smithee -- Designing the customer-centric library culture : MPL's customer service revolution as a case study in design thinking / Andrea Cecchetto -- Library reality TV : using improv techniques to transform your approach to customer service / Jennifer Laredo, Melissa Maglio, Heidi Murphy -- Providing stellar interlibrary loan service to borrowing libraries and your own local patrons : it's all about sharing / Sue Kaler -- Providing remarkable customer service and resources across a health care system / Donna McCloskey -- Values-based customer service : 21st-century customer service for public libraries? / Lewis Belfont -- Give a pickle, get a smile! : sweet, isn't it? / Mou Chakraborty
Bibliography Includes bibliographical references and index
Notes Description based on print version record and CIP data provided by publisher; resource not viewed
Subject Libraries -- Customer services -- United States.
Library employees -- In-service training -- United States.
Public services (Libraries) -- United States.
Form Electronic book
Author Chakraborty, Mou, editor
LC no. 2016032890
ISBN 1440840776 (electronic bk.)
9781440840777 (electronic bk.)