Training Library Staff and Volunteers to Provide Extraordinary Customer Service
Training Library Staff and Volunteers to Provide Extraordinary Customer Service
Click to enlarge
Author(s): American Library Association, American Library
Smith, Mark L.
ISBN No.: 9781555705602
Pages: viii, 160
Year: 201001
Format: Trade Paper
Price: $ 89.70
Status: Out Of Print

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.


To be able to view the table of contents for this publication then please subscribe by clicking the button below...
To be able to view the full description for this publication then please subscribe by clicking the button below...