Training Library Staff and Volunteers to Provide Extraordinary Customer Service

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$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.

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