Overview

Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons. When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the ""yes"" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community. The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of ""no"" into one of ""yes."" Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate ""no"" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.

Full Product Details

Author:   Kathy L. Middleton ,  Rivkah Sass ,  Rivkah Sass
Publisher:   Bloomsbury Publishing Plc
Imprint:   Libraries Unlimited Inc
Dimensions:   Width: 15.60cm , Height: 1.00cm , Length: 23.50cm
Weight:   0.284kg
ISBN:  

9781440848537

ISBN 10:   144084853
Pages:   144
Publication Date:   21 November 2016
Recommended Age:   From 7 to 17 years
Audience:   Professional and scholarly ,  Professional & Vocational
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

"Foreword Introduction 1. Heroes on the Front Line What People Don't Know about Library Work Library Incidents In the Spotlight Disruptive Behavior and Setting Boundaries Heroes in Tumultuous Times Emotional Impact Notes 2. Shift in Thinking Required Culture of Hope, Encouragement, and Support Hope World-Renowned Leadership Lack of Control and Stress Trust Attitude and Commitment More Than a Paycheck Encouragement A Better Boss Support Staff as Leaders Notes 3. Yes! on Demand Social Networks What Yes! on Demand Isn't Yes and No Language Notes 4. Business Yes! Models Service Industry Neiman Marcus Nordstrom Zappos The Ritz-Carlton Hotel Company Starbucks The Walt Disney Company Virgin Group Southwest Airlines Notes 5. Eliminate No Signs of ""No"" Attitude Personalize Help Turn ""No"" into ""Yes"" Inclusivity Sensory Storytimes Avoid ""No"" ""No"" Responses ""Nos"" on the Network Public Library Yelp Comments Yes-Focused Customer Service Statements Notes 6. Personalize Customer Service How It Makes You Feel The ""Who"" in Personalized Service Be Real Let Go of Control Provide Choices Challenging Interactions Extraordinary Personalized Service Recognizing the Need Personalize Library Service Notes 7. Break and Fix Rules Rules Customer Service Statements Social Media Public Libraries Change Lives Notes Appendix Selected Bibliography Index"

Reviews

"""This fresh approach to customer service in libraries will encourage leaders and frontline staff to reposition their organizations as welcoming and relevant places in the community."" - Library Journal"

This fresh approach to customer service in libraries will encourage leaders and frontline staff to reposition their organizations as welcoming and relevant places in the community. - Library Journal

Author Information

Kathy L. Middleton, MLIS, is assistant director for public services at Sacramento Public Library, Sacramento, CA.

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