Customer Service In Academic Libraries
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Customer Service In Academic Libraries
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Author : Stephen Mossop
language : en
Publisher: Elsevier
Release Date : 2015-10-06
Customer Service In Academic Libraries written by Stephen Mossop and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-06 with Language Arts & Disciplines categories.
The term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library’s Front Line team is the ‘human face’ of the library. How well they do their job can have a massive impact on the quality of the learning experience for many students, and can directly impact upon their success. The importance of their role, and the quality of the services they offer, should not be underestimated – but in an increasingly digital world, and with potentially several thousand individuals visiting every day (whether in person or online), each with their own agendas and requirements, how can the library’s Front Line team deliver the personal service that each of these individuals need? Customer Service in Academic Libraries contributes to what academic libraries, as a community, do really well - the sharing of best practice. It brings together, in one place, examples of how Front Line teams from libraries across a wide geographical area - Hong Kong, Australia, Turkey and the United Kingdom – work to ‘get it right for their customers’. Between them, they cover a range of institutions including research-intensive, mixed HE/FE, private establishments and shared campuses. All have their own tales to tell, their own emphases, their own ways of doing things – and all bring their own examples of best practice, which it is hoped readers will find useful in their own context. Discusses ‘customer service’ in a library setting Translates ‘management theory’ into useful practice information Examines building relationships, meeting customer needs, and marketing and communication Provides examples of practical experience grounded in recent, transferable experience
Providing Customer Oriented Services In Academic Libraries
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Author : Chris Pinder
language : en
Publisher: Library Association Publishing (UK)
Release Date : 1996
Providing Customer Oriented Services In Academic Libraries written by Chris Pinder and has been published by Library Association Publishing (UK) this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.
Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
Building A Successful Customer Service Culture
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Author : Maxine Melling
language : en
Publisher: Facet Publishing
Release Date : 2002
Building A Successful Customer Service Culture written by Maxine Melling and has been published by Facet Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Language Arts & Disciplines categories.
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Assessing Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2010-01-19
Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-01-19 with Business & Economics categories.
This classic book is brought fully up to date as Hernon and 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, challenging librarians to think about customer service in new ways.
Customer Care
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Author : Pat Gannon-Leary
language : en
Publisher: Elsevier
Release Date : 2010-03-15
Customer Care written by Pat Gannon-Leary and has been published by Elsevier this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-15 with Language Arts & Disciplines categories.
Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. Dual use – reference work and/or training manual Potential as a text book Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services
Evaluation Of Customer Service In The Academic Library
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Author : Iiris Kuusinen
language : en
Publisher:
Release Date : 1999
Evaluation Of Customer Service In The Academic Library written by Iiris Kuusinen and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Academic libraries categories.
Customer Service Programs In Arl Libraries
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Author :
language : en
Publisher: Association of Research Libr
Release Date : 1998
Customer Service Programs In Arl Libraries written by and has been published by Association of Research Libr this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Academic libraries categories.
Service Quality In Academic Libraries
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Author : Peter Hernon
language : en
Publisher: Praeger
Release Date : 1996
Service Quality In Academic Libraries written by Peter Hernon and has been published by Praeger this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.
Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.
Creating The Customer Driven Academic Library
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Author : Jeannette Woodward
language : en
Publisher: American Library Association
Release Date : 2009
Creating The Customer Driven Academic Library written by Jeannette Woodward and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Language Arts & Disciplines categories.
In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer's point of view in focus at all times to help you to integrate technology to meet today's student and faculty needs.