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Northeast Iowa Community College
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Chakraborty, Mou, editor.
Subjects
Public services (Libraries) -- United States.
Libraries -- Customer services -- United States.
Library employees -- In-service training -- United States.
Libraries -- Customer services.
Library employees -- In-service training.
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United States
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by author:
Chakraborty, Mou, editor.
by title:
Stellar customer ser...
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Stellar customer service : training library staff to exceed expectations / Mou Chakraborty, editor.
by
Chakraborty, Mou, editor.
Santa Barbara, California : Libraries Unlimited, an imprint of ABC-CLIO, LLC, [2016]
Description:
xii, 213 pages : illustrations ; 24 cm
Contents:
Customer service training : advice from the business world / Alice Bahr -- Creating a comprehensive training plan for better customer service experiences in your library / Karen Glover -- Cultivating an 'always say yes' attitude without causing chaos and confusion / Cheryl McGrath and Paul Bellenoit -- Instilling a service focus in student workers / Jordan Jefferson and Mike VanderHeijden -- Secret shopping and training mini detectives / Sarah Hammill -- Using volunteers to expand the walls of the library : books for wider horizons at Oakland Public Library / Laurie Willhalm -- Customer service training in an academic technical library / Anne Marie Casey and Kathleen Citro -- A prescription for creating a culture of customer service / Valerie S. Gordon and Lee Vucovich -- More libraries, more opportunities for customer service training / Lois Albertson and Jeannette Smithee -- Designing the customer-centric library culture : MPL's customer service revolution as a case study in design thinking / Andrea Cecchetto -- Library reality TV : using improv techniques to transform your approach to customer service / Jennifer Laredo, Melissa Maglio, Heidi Murphy -- Providing stellar interlibrary loan service to borrowing libraries and your own local patrons : it's all about sharing / Sue Kaler -- Providing remarkable customer service and resources across a health care system / Donna McCloskey -- Values-based customer service : 21st-century customer service for public libraries? / Lewis Belfont -- Give a pickle, get a smile! : sweet, isn't it? / Mou Chakraborty.
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Peosta Library
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020.71 Ste
2016
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