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

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ERIC Number: EJ513746

Record Type: Journal

Publication Date: 1995

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0888-4463

EISSN: N/A

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

Grant or Contract Numbers: N/A

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