Training Library Staff and Volunteers to Provide Extraordinary Customer Service

Find on LibraryThing.Find on WorldCat.
$72.00
ALA Member: 
$ 64.80
Item Number: 
978-1-55570-560-2
Published: 
2006
Publisher: 
ALA Neal-Schuman
Pages: 
200
Width: 
8 12"
Height: 
11"
Format: 
Softcover
  • Description
  • About the Author

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.

Julie Todaro

Julie Todaro is the dean of library services at Austin Community College in Austin, Texas. She is also a management consultant and frequent workshop presenter. Her research and publications are focused on the 21st-century management of nonprofit environments and include best practices in human resources, customer service, and emergency preparedness. She is the 2016–2017 president-elect of the American Library Association.

Also of Interest: 
Image for Mentoring A-Z
Mentoring A-Z
Image for Books, Bytes, and Bridges: Library and Computer Centers in Academic Institutions
Books, Bytes, and Bridges: Library and Computer Centers in Academic Institutions
Image for Constancy and Change in the Worklife of Research University Librarians: Publications in Librarianship no. 51
Constancy and Change in the Worklife of Research University Librarians: Publications in Librarianship no. 51
Image for Managing for Results: Effective Resource Allocation for Public Libraries
Managing for Results: Effective Resource Allocation for Public Libraries
Image for Outstanding Public Relations: 60 Years of the John Cotton Dana Award
Outstanding Public Relations: 60 Years of the John Cotton Dana Award
Image for Human Resources for Results: The Right Person for the Right Job
Human Resources for Results: The Right Person for the Right Job
Image for Library Standards for Adult Correctional Institutions, 1992
Library Standards for Adult Correctional Institutions, 1992
Image for Strategic Management for Today's Libraries
Strategic Management for Today's Libraries