Training Library Staff and Volunteers to Provide Extraordinary Customer Service

Training Library Staff and Volunteers to Provide Extraordinary Customer Service

Unknown - 2006
Rate this:
Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the "what to say" and "what to do" to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels--from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions--job interviews, orientation, employee review, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, "lock-box" survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service.
Publisher: New York : Neal-Schuman Publishers, c2006.
ISBN: 9781555705602
155570560X
Branch Call Number: 020. 7155 TOD
Characteristics: viii, 160 p. ; 28 cm.
Additional Contributors: Smith, Mark 1956-

Opinion

From the critics


Community Activity

Comment

Add a Comment

There are no comments for this title yet.

Age Suitability

Add Age Suitability

There are no age suitabilities for this title yet.

Summary

Add a Summary

There are no summaries for this title yet.

Notices

Add Notices

There are no notices for this title yet.

Quotes

Add a Quote

There are no quotes for this title yet.

Explore Further

Recommendations

Subject Headings

  Loading...
No similar edition of this title was found at CPL.

Try searching for Training Library Staff and Volunteers to Provide Extraordinary Customer Service to see if CPL owns related versions of the work.


  Loading...
[]
[]
To Top