Training library staff and volunteers to provide extraordinary customer service

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Average Rating
Publisher:
Neal-Schuman Publishers,
Pub. Date:
[2006]
Language:
English
Description
Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the "what to say" and "what to do" to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels--from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions--job interviews, orientation, employee review, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, "lock-box" survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service.
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ISBN:
9781555705602
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Grouping Information

Grouped Work IDe60434f3-33de-842f-b31f-13b95869ce4d
Grouping Titletraining library staff and volunteers to provide extraordinary customer service
Grouping Authortodaro julie
Grouping Categorybook
Last Grouping Update2018-10-10 01:06:21AM
Last Indexed2019-11-22 03:29:02AM

Solr Details

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auth_author2Smith, Mark, 1956-
authorTodaro, Julie, 1950-
author2-roleSmith, Mark,1956-
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literary_form_fullNon Fiction
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owning_library_gcldGrand County Library Dist
owning_location_gcldGRC Granby Library
primary_isbn9781555705602
publishDate2006
record_details
Bib IdFormatFormat CategoryEditionLanguagePublisherPublication DatePhysical Description
ils:.b27207596BookBooksEnglishNeal-Schuman Publishers, [2006]viii, 160 pages ; 28 cm.
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Bib IdItem IdGrouped StatusStatusLocally OwnedAvailableHoldableBookableIn Library Use OnlyLibrary OwnedHoldable PTypesBookable PTypesLocal Url
ils:.b27207596.i49626620Coming SoonIn Processfalsefalsetruefalsefalsetrue128, 129, 130, 126, 127
subject_facetCustomer services
Library employees -- In-service training
Public services (Libraries)
title_displayTraining library staff and volunteers to provide extraordinary customer service
title_fullTraining library staff and volunteers to provide extraordinary customer service / by Julie Todaro and Mark L. Smith
title_shortTraining library staff and volunteers to provide extraordinary customer service
topic_facetCustomer services
In-service training
Library employees
Public services (Libraries)