Building a Successful Customer-service Culture: A Guide for Library and Information Managers

Maxine Melling & Joyce Little

ISBN 10: 1856044491 / ISBN 13: 9781856044493

Edité par Facet Publishing, 2002

A propos de cet article

1st ed. Good condition. Light wear to boards. Content is clean and bright. Good DJ with minimal wear but with label remnants and light indents. 212pp.

N° de réf. du vendeur 9999-9996235223

Détails bibliographiques

• Titre: Building a Successful Customer-service Culture: A Guide for Library and Information Managers
• Éditeur: Facet Publishing
• Date de parution: 2002
• Langue: anglais
• ISBN à 10 chiffres: 1856044491
• ISBN à 13 chiffres: 9781856044493
• Reliure: Couverture rigide
• État de l'article: Good

A propos de ce titre

Synopsis

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions.

One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage:

the users' perspective;

planning and policy making;

leadership and management;

human resource planning;

marketing as a tool for LIS managers;

assuring quality;

planning buildings for customers and services;

developing a service culture through partnerships;

virtual service.

Readership

: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.

À propos de l?auteur

Maxine Melling BA DipLib Mlib MCLIP is Director of Learning and Information Services at Liverpool John Moores University.
Joyce Little BA MBA MCLIP is Head of Libraries and Information Services at Liverpool City Council.