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

By Pat Gannon-Leary

Client Care offers an in depth direction compatible for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for buyer care methods and strategies or, on the other hand, it may be utilized by library employees to tailor a buyer care path 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 - might be used for an entire HEI institutional method of buyer care or in neighborhood authorities/public services

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

Example text

We need to be flexible in our responses to our customers, and to always try to tailor those responses accordingly. ‘Know your customer’ means just that. Know and understand their expectations, and know about any cultural issues that may affect how you can best deliver what they need. Finally, taking a leaf from the ‘competitor’s’ book above, if you have someone who can bring some special skills or personal attributes to bear which could be instrumental in delivering exceptional customer care in a particular setting – for goodness sake use them!

Beyond that, the library is also in talks about creating a writing centre for students. The customer rainbow This activity is more complex and wide-ranging than the previous, flipchart-based activity, and the first version of it requires some preparatory work on the facilitators’ part, as explained below. While it is more complex, if you are going to run a number of customer care workshops, you may find it worth doing the preparation in order to build up some customer profiles for use in future activities.

These can be written on a flipchart under the headings ‘Good’ and ‘Bad’. You may wish to refer to some of the case studies in this book for examples. The Urban Life study on bad customer service In 2003, the Urban Life group conducted a study on bad customer service experiences. ’, the results were as follows: being put on hold during a phone call: 84 per cent; someone not returning your call: 63 per cent; being served by a cashier who was ignoring you: 60 per cent; asking shop staff a simple question to which they did not know the answer: 49 per cent; unable to find a member of staff in a supermarket: 40 per cent; having a problem with a product where the store did not apologise: 39 per cent; queuing to buy a train ticket for more than ten minutes: 26 per cent; none of the above: 3 per cent 19 Customer Care Aim 2: Recognising the importance of customers’ expectations and feelings In any customer-focused service, one must define the customer’s view of quality and then deliver to that level.

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