Overview

From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.

Full Product Details

Author:   Mou Chakraborty (Salisbury University, USA)
Publisher:   Bloomsbury Publishing Plc
Imprint:   Libraries Unlimited Inc
Dimensions:   Width: 15.60cm , Height: 1.50cm , Length: 23.50cm
Weight:   0.454kg
ISBN:  

9781440840760

ISBN 10:   1440840768
Pages:   226
Publication Date:   29 August 2016
Recommended Age:   From 7 to 17 years
Audience:   Professional and scholarly ,  College/higher education ,  Professional & Vocational ,  Tertiary & Higher Education
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand  
We will order this item for you from a manufactured on demand supplier.

Table of Contents

"Introduction Mou Chakraborty 1. Customer Service Training: Advice from the Business World Alice Bahr 2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your Library Karen Glover 3. Cultivating an ""Always Say Yes"" Attitude without Causing Chaos and Confusion Cheryl McGrath and Paul Bellenoit 4. Instilling a Service Focus in Student Workers Jordan Jefferson and Mike VanderHeijden 5. Secret Shopping and Training Mini Detectives Sarah Hammill 6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public Library Laurie Willhalm 7. Customer Service Training in an Academic Technical Library Anne Marie Casey and Kathleen Citro 8. A Prescription for Creating a Culture of Customer Service Valerie S. Gordon and Lee Vucovich 9. More Libraries, More Opportunities for Customer Service Training Lois Albertson and Jeannette Smithee 10. Designing the Customer-Centric Library Culture: MPL's Customer Service Revolution as a Case Study in Design Thinking Andrea Cecchetto 11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer Service Jennifer Laredo, Melissa Maglio, and Heidi Murphy 12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It's All About Sharing Sue Kaler 13. Providing Remarkable Customer Service and Resources across a Healthcare System Donna J. McCloskey 14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries? Lewis Belfont 15. Give a Pickle, Get a Smile! Sweet, Isn't It? Mou Chakraborty About the Editor and Contributors 199 Index"

Reviews

[R]esourceful, well-researched, and implementable... This is highly recommended to any library interested in revising their customer services practices to best serve their community. - VOYA

[R]esourceful, well-researched, and implementable. . . This is highly recommended to any library interested in revising their customer services practices to best serve their community. - VOYA Library administrators and managers as well as library staff working in public services will benefit from reading this book. They will find this resource particularly useful in developing, revitalizing and/or assessing a customer service model and training program. - Technical Services Quarterly

Author Information

Mou Chakraborty, MLIS, is director of public services at Blackwell Library, Salisbury University, where she supervises the Access Services and the Research & Instructional Services departments.

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