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About this book/synopsis: The drive to exceed customer requirements in library and information centres as they move/or rather moved into the 21st Century highlighted the need to focus on getting quality management in place. The customer service 'language' has been a preoccupation for some time in this sector and is familiar to its workers; and many of the techniques employed in getting good customer service in place are well-known. But, the worry has been that customer service might be seen as a 'bolt-on' to existing core provision which takes the form of feedback mechanisms, information leaflets and customer-training sessions. What does this book chiefly aim to do? This book addresses the problem of helping managers to get beyond merely acknowledging the need for good customer service such that it is embedded in the culture of their services, via strategic and operational management. It achieves its aim by employing contributions from LIS professionals with extensive experience in the management of public and academic services and each chapter presents a good practice guide to an element of strategic or operational management where the customer is the pivotal focus. General issues covered are: Chapters: 5. Keeping focused on our customers: marketing as a tool for library and information managers 6. Assuring Quality 7. Planning academic library buildings for customers and services 8. Developing a service culture through partnerships 9. Virtual Service Index |
Management Books for Librarians: Other Maxine Melling Books: |
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