If libraries are to succeed, they must see themselves in competition with other institutions and sources of information--especially the Web--and make customers feel welcome and valued. This classic book is brought fully up to date as Peter Hernon and Ellen Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, and challenge librarians to think about customer service in new ways. --from publisher description.Griffin, Darryl A. aA Manual for Turning Customer Complaints into opportunities to Improve Customer Service and Satisfaction in the Service Industry.a Mastera#39;s ... Gaithersburg, MD: NIST, 2009. www.quality.nist.gov/ PDf_files/ 2009_2010_Business_Nonprofit_Criteria.pdf. ... Staff Training and Development, SPEC Kit 224.
|Title||:||Assessing Service Quality|
|Author||:||Peter Hernon, Ellen Altman|
|Publisher||:||American Library Association - 2010-01|