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ERIC Number: EJ513746
Record Type: CIJE
Publication Date: 1995
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0888-4463
Focus on Customer Service. Service Management: How to Plan for it Rather Than Hope for It [and] Learning to Say "Yes": A Customer Service Program for Library Staff [and] Maintaining Momentum in a Quality Improvement Process.
Brewer, Julie; And Others
Library Administration and Management, v9 n4 p207-18 Fall 1995
Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers, customer dissatisfaction, and continuous library development. (AEF)
Descriptors: Library Administration, Library Development, Library Personnel, Library Planning, Library Services, Quality Control, Strategic Planning, User Needs (Information), Work Attitudes
Publication Type: Guides - Non-Classroom; Reports - Descriptive; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers: Customer Satisfaction; Customer Service
Note: Based on the LAMA PAS Staff Development Committee and the RASD MOPSS Provisional Development Committee Program at the American Library Association Annual Conference (Miami Beach, FL, June 25, 1994).