Customer Care. A Training Manual for Library Staff by Pat Gannon-Leary

By Pat Gannon-Leary

Patron Care offers an in depth direction appropriate for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for purchaser care techniques and methods or, on the other hand, it may be utilized by library employees to tailor a client care direction to fit the necessities and coaching wishes in their personal staff.

  • Dual use - reference paintings and/or education manual
  • Potential as a textual content book
  • Applicable to a much wider context than LIS - will be used for a complete HEI institutional method of consumer care or in neighborhood authorities/public services

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Extra info for Customer Care. A Training Manual for Library Staff

Sample text

Nevertheless, on subsequent visits to the main branch, the salesperson always remembered our names, and made a point of conversing with us. The after-sales service was responsible for servicing, for the supply of spares, and for running the onsite motor home and caravan storage area – which was extensive. When the van was delivered it was minus the fitted carpets in the habitation area. The company advised us that it had ordered a set from the manufacturer, and that delivery would take place within two weeks.

Occasionally, however, surveys are administered in paper format, for example for external customer groups. Focus groups are deployed for in-depth discussions about specific issues. Attendance at such focus groups is encouraged by offering financial incentives and refreshments. User groups and student panels are arranged throughout the academic year. Subject librarians participate in these on a regular basis to ask for views and to respond to questions. These panels can be effective for reaching customers who use the library rarely.

This is the best sort of advertising that you can get – and it comes free. They are also likely to see repeat business from us, and some of you may even be tempted to call in if you are in the area. All this because one of their employees went out of his way to provide the best customer service that he could deliver. Footnote At the end of all this, we sought out Mr Hair, congratulated him on his excellent customer service skills, and obtained his agreement to include him in our book. We also completed a customer satisfaction survey to pass on to his manager.

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