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자료명/저자사항
Customer care : a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy 인기도
발행사항
Oxford, UK : Chandos Publishing, c2010
청구기호
025.5 -A10-1
자료실
[서울관] 서고(열람신청 후 1층 대출대)
형태사항
xix, 242 p. : ill. ; 24 cm
총서사항
Chandos information professional series
표준번호/부호
ISBN: 1843345706
ISBN: 9781843345701
제어번호
MONO2201007087
주기사항
Includes bibliographical references and index

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  • 출판사 책소개 (알라딘 제공)

    Customer Care: A Training Manual for Library Staff is a detailed training manual for designing and delivering a customer care program for all types of libraries. Authors Pat Gannon-Leary and Michael D. McCarthy tap their extensive customer service experience to create an ideal resource that is both a reference work for customer care processes and procedures, and a training manual. They designed their book to be used by library managers to create a customer care course tailored to the training needs of their library staff. They categorize what exactly is meant by customer service and then identify the constituents of good service in practice. The book also describes how to handle problems in customer service and how to develop a positive proactive response to customers' complaints. Librarians will appreciate the authors' strategies for dealing with challenging situations and their practical suggestions for customer care improvement.
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가상서가

Customer care : a training manual for library staff / Pat Gannon-Leary and Michael D. McCarthy Customer care : a training manual for library staff Chandos Publishing
Everyone plays at the library : creating great gaming experiences for all ages / Scott Nicholson Everyone plays at the library : creating great gaming experiences for all ages Information Today
Librarian's guide to passive programming : easy and affordable activities for all ages / Emily T. Wichman Librarian's guide to passive programming : easy and affordable activities for all ages Libraries Unlimited
Lifelong learning in public libraries : principles, programs, and people / Donna L. Gilton Lifelong learning in public libraries : principles, programs, and people Scarecrow Press
Location-aware services and QR codes for libraries / Joe Murphy Location-aware services and QR codes for libraries ALA TechSource
Human information interaction : an ecological approach to information behavior / Raya Fidel Human information interaction : an ecological approach to information behavior MIT Press
Planning and implementing resource discovery tools in academic libraries / Mary Pagliero Popp and Diane Dallis, editors Planning and implementing resource discovery tools in academic libraries Information Science Reference
Information need : a theory connecting information search to knowledge formation / Charles Cole Information need : a theory connecting information search to knowledge formation Published on behalf of the American Society for Information Science and Technology by Information Today
Making sense of business reference : a guide for librarians and research professionals / Celia Ross Making sense of business reference : a guide for librarians and research professionals American Library Association
E-learning in libraries : best practices / edited by Charles Harmon, Michael Messina ; [introduction by Linda W. Braun] E-learning in libraries : best practices Scarecrow Press
Library reference services and information literacy : models for academic institutions / [edited by] Rosanne M. Cordell Library reference services and information literacy : models for academic institutions Information Science Reference
Embedding librarianship in learning management systems : a how-to-do-it manual for librarians / Beth E. Tumbleson and John J. Burke Embedding librarianship in learning management systems : a how-to-do-it manual for librarians Neal-Schuman, An imprint of the American Library Association
Information literacy and cultural heritage : developing a model for lifelong learning / Kim Baker Information literacy and cultural heritage : developing a model for lifelong learning Chandos Publishing
Crash course in dealing with difficult library customers / Shelley E. Mosley, Dennis C. Tucker, and Sandra Van Winkle Crash course in dealing with difficult library customers Libraries Unlimited
Creating the new values beyond library / Korea Special Library Association Creating the new values beyond library Korea Special Library Association
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