ISBN:

• 9781555701376
• 155570137X

Description: iii, 115 pages : illustrations ; 28 cm.

Notes: Includes bibliographical references (pages 111-113) and index.

Contents:

• Why do we need good customer service?
• Examples of good customer service
• Customer service in a marketing framework
• Management philosophy and commitment
• Employee as a customer
• Staff training
• Problem solving and complaint management
• Reward and recognition: the key to employee motivation
• Market research
• Implementing your customer service program
• 52 ways to keep your customers for life.

LCCN: 94006277

Control Number: 49722

Series:

• How-to-do-it manuals for librarians
• How-to-do-it manuals for librarians ; no. 41
• How-to-do-it manuals for libraries
• How-to-do-it manuals for libraries ; no. 41.

Subjects:

• Customer services -- United States.
• Public services (Libraries) -- United States.