Customer Care: A Training Manual for Library Staff (Chandos by Pat Gannon-Leary

By Pat Gannon-Leary

Consumer Care presents a close path appropriate for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for purchaser care procedures and methods or, then again, it may be utilized by library employees to tailor a client care path 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 – may be used for a complete HEI institutional method of patron care or in neighborhood authorities/public services

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Additional info for Customer Care: A Training Manual for Library Staff (Chandos Information Professional Series)

Example text

The overall impression is of an organisation that thinks the world owes it a living, and that appears to run itself for the benefit of its own employees, rather than for its unfortunate customers. They are one of the few providers of ‘secure’ motor home and caravan storage in the local area, and appear to think that this gives them an excuse not to try too hard. Indeed, the company appears so disinterested in maintaining high standards across the board, that it even seems incapable of properly monitoring the internal security task that it has subcontracted to a local firm.

International students 5. Collaborative provision users 6. External customers School leavers Mature students Placement students Distance learners Senior management Lecturers Visiting academics PhD students Postdoctoral researchers Affiliates Academic skills tutors CLS staff Student services Admin staff Estates Undergraduates Taught postgraduates PhD students Franchised course students Designed and delivered course students ODUPLUS UK based students Overseas based students CP tutors CP librarians School and college workshop attendees School and college visitors Visitors from other universities (Sconul etc) Visitors to the archives Public members Visitors (day pass; guest pass) Library colleagues Potential students Full time Part time – day Part time – evening 7.

These surveys are increasingly communicated via e-mail and administered online as the university community has universal access to computers. 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.

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