"Written to fill a gap in the literature on customer service in libraries, Weingand's book is just what the title promises--a concise guide for librarians. It starts with a broad philosophical discussion of the definition and components of customer service, drawing on human resource development theory and the identification of customer attributes. The next seven chapters review highlights of such topics as a team approach to improving customer service, problem solving, conflict management, and the roles of verbal and nonverbal communication in creating an organizational climate that fosters good customer service. Each chapter contains a library-oriented scenario illustrating the material, as well as a short case study that could be incorporated effectively into staff training. Weingand stresses quality of service as a potential competitive advantage that libraries can have over bookstores and other information providers, and she advocates doing a financial assessment of the role good service plays in day-to-day library operations. Final chapters contain specific strategies for success keyed to material presented earlier in the book. The strength of this title lies in its specific application to libraries. Readers searching for a more in-depth presentation on customer service will want to consult titles listed in the section on further reading. Many of these books are recognized classics in organizational theory and management."-- Amazon