Building a Successful Customer Service Culture: A Guide for Library and Information Managers
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Serving the customers is a key concern for all library managers. This collection of original articles offers a practical and strategic approach to developing a customer-service culture. Chapters cover customer satisfaction, staff training and planning, customer services in traditional and virtual libraries. Different from other management texts because it considers core aspects of management from the viewpoint of customer concerns, rather than from the operational requirements of the service, this unique guide is important reading for managers at all levels.