ERIC Number: EJ666512
Record Type: Journal
Publication Date: 2002
Reference Count: N/A
The Customer Is Always Right: What the Business World Can Teach Us about Problem Patrons.
Reference Librarian, n75-76 p205-16 2002
Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)
Descriptors: Behavior Problems, Library Personnel, Library Services, User Satisfaction (Information), Users (Information)
The Haworth Press, Inc., 10 Alice St., Binghamton, NY 13904-1580.
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Authoring Institution: N/A