Customer service : giving your best
(1996) Customer service : giving your best. Forum (Saskatchewan Library Association) 19(3):pp. 11-11.
Full text available as: |
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.
| 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. |
| ID Code: | 13222 |
| Deposited By: | Waller, Andrew |
| Deposited On: | 22 April 2008 |
| All fields: | Show all fields |
Archive Staff Only: edit this record