Training Library Staff And Volunteers to Provide Extraordinary Customer Service - Couverture souple

Smith, Mark L.; Todaro, Julie

Couverture souple

ISBN 10 : 155570560X ISBN 13 : 9781555705602

Editeur : Neal-Schuman Publishers Inc, 2010

Synopsis

Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the "what to say" and "what to do" to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels - from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions - job interviews, orientation, employee review, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, "lock-box" survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service.

Détails de l'édition

• Éditeur: Neal-Schuman Publishers Inc
• Date d'édition: 2010
• Langue: anglais
• ISBN 10: 155570560X
• ISBN 13: 9781555705602
• Reliure: Broché
• Nombre de pages: 200
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible