Customer Service Excellence: A Concise Guide for Librarians

Customer Service Excellence is a concise, yet thorough, guide for librarians interested in providing outstanding service focused on the patron as customer. A Professor Emeritus of Library and Information Studies, Weingand begins with customer-centered business theories and applies them to libraries, focusing on the needs of the library customer and determining excellent library service. Such practical topics as improving communication, solving problems, resolving conflicts, empowering staff, and implementing teams are explored as management techniques that encourage libraries to have a more customer-centered organizational culture. Each chapter includes a library scenario and a "What Would You do?" feature to encourage thought and discussion; there is an excellent bibliography for further reading included. The book concludes with strategies for continuing success. This is an excellent resource for librarians wanting a quick overview of methods used in today's rapidly changing environment by successful, customer-centered businesses.

Customer Service Excellence is a concise, yet thorough, guide for librarians interested in providing outstanding service focused on the patron as customer. A Professor of Library Management, Weigand begins with customer-centered business theories and applies them to libraries, focusing on the needs of the library customer and determining excellent library service. Such practical topics as improving communication, solving problems, resolving conflicts, empowering staff, and implementing teams are explored as management techniques that encourage libraries to have a more customer-centered organizational culture. Each chapter includes a library scenario and a "What Would You do?" feature to encourage thought and discussion; there is an excellent bibliography for further reading included. The book concludes with strategies for continuing success. This is an excellent resource for librarians wanting a quick overview of methods used in today's rapidly changing environment by successful, customer-centered businesses.