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Customer Care: A Training Manual for Library Staff (Chandos Information Professional)
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ISBN
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9781843345701
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Publisher
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Chandos Publishing
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Subject
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Education
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Binding
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PAPERBACK
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Pages
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262
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Year
:
2010
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5267.0
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Description
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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Author Biography
Dr. Pat Gannon-Leary is a consultant and joint partner of Bede Research & Consultancy with Mike McCarthy. Prior to that, Dr Gannon-Leary worked as a researcher at the Universities of Northumbria and Newcastle. Her earlier career experience includes working in academic libraries in the UK and the USA in a variety of roles including Customer Service Manager. During that time she facilitated customer care courses for library staff. Michael D McCarthy served as a Senior Officer in the Logistics Branch of the RAF, including 3 years as a specialist instructor to Officer Cadets. On leaving the RAF he moved into the management of Customer Support in major Aerospace Companies in the UK and in Sweden. He has wide experience of customer support activity throughout the European aerospace community, covering both major contractors and suppliers. Following early retirement, he has recently spent 2 years working in a support role in a University Library in order to obtain 'hands-on' experience of the demands of customer care in this particular environment.
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