Download Customer Care. A Training Manual for Library Staff by Pat Gannon-Leary PDF

By Pat Gannon-Leary

Patron Care offers a close direction compatible for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for patron care strategies and strategies or, then again, it may be utilized by library employees to tailor a buyer care direction to fit the necessities and coaching wishes in their personal staff.

  • Dual use - reference paintings and/or education manual
  • Potential as a textual content book
  • Applicable to a much broader context than LIS - will be used for a complete HEI institutional method of patron care or in neighborhood authorities/public services

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Extra resources for Customer Care. A Training Manual for Library Staff

Example text

This would entail a further twoweek delay, as the manufacturer was based in Italy. It was therefore a ‘pleasant surprise’ that the fault was rectified within 24 hours. 23 Customer Care As motor home storage sites are at a premium, we considered ourselves fortunate to obtain a pitch at this main branch in our local area. This would be convenient not only for our own ease of access, but also for servicing purposes. Such storage does not come cheap, but has the advantage of a ‘highly secure’ storage area, with ‘24-hour patrols’ and ‘full CCTV coverage’.

This involves being able to understand customers’ needs and behaviours in order to categorise them more effectively, to offer them the right service at the right time, but above all, to persuade them that the service they are offered is adapted to their needs and is the ideal solution. A simple mnemonic which can help us to develop an approach which first identifies and then responds effectively to the needs of our customer base is ‘SURE’: 29 Customer Care Strategic planning Understanding Response management Execution excellence There are many different kinds of customer.

Western culture is often criticised for its ‘cult of youth’, where in certain fields, executives are considered ‘past it’ as early as their 40s. In many Eastern cultures, the exact opposite is often the case, and age is associated with accrued wisdom and life experience. The potential customer therefore found the company’s reliance on such a ‘boy wonder’ quite disturbing, if not insulting, and this seriously inhibited their ability to draw any significant positives from the campaign he was heading up.

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Download Customer Care. A Training Manual for Library Staff by Pat Gannon-Leary PDF
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