Customer service : giving your best

Waller, Andrew Customer service : giving your best. Forum (Saskatchewan Library Association), 1996, vol. 19, n. 3, p. 11. [Journal article (Paginated)]

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English abstract

This is a report on the presentation "Customer service: giving your best" that took place at the Saskatchewan Library Association/Saskatchewan Association of Library Trustees Conference, North Battleford, SK, April 25-28, 1996. This session was given by Val Solash from Edmonton Public Library and was designed to help make librarians better customer service providers. Tips included realizing that that everyone in an organization has customers ("inside" and "outside" customers) and that customers have "moments of truth" when they come into contact with any aspect of the organization. In addition, a Total Product Concept model for customer service was presented, which describes "core", "expected", and "exceeded" services.

Item type:	Journal article (Paginated)
Keywords:	customer service
Subjects:	D. Libraries as physical collections. F. Management. > FD. Public relations. G. Industry, profession and education. > GD. Organizations. G. Industry, profession and education. > GE. Staff.
Depositing user:	Andrew Waller
Date deposited:	22 Apr 2008
Last modified:	02 Oct 2014 12:11
URI:	http://hdl.handle.net/10760/11430

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