By Pat Gannon-Leary
Purchaser Care offers a close direction appropriate for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for client care procedures and techniques or, however, it may be utilized by library employees to tailor a purchaser care direction to fit the necessities and coaching wishes in their personal staff.
- Dual use - reference paintings and/or education manual
- Potential as a textual content book
- Applicable to a much broader context than LIS - may be used for a complete HEI institutional method of client care or in neighborhood authorities/public services
Read Online or Download Customer Care. A Training Manual for Library Staff PDF
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Additional resources for Customer Care. A Training Manual for Library Staff
Participants should write their decisions on a flipchart divided into two columns, with identified customers in one column and their specialist needs in the other. Once completed, the flipchart content can be shared with the group. 2 presents some customer categorisation completed by actual groups of mixed library staff in a customer care training session, and exemplifies the approaches taken by group members, some of their ideas, and some humorous asides. g. PCs, photocopiers, scanners, audiovisual media Technical support Welcoming environment Knowledgeable staff with a good attitude, patience and ICT skills Flexible opening hours Flexible loan periods Flexible borrowing rights Available subject staff Appropriate equipment Food & drink available No fines Non-robotic staff Miracles 36 Who are our customers?
In our daily lives, we both give and receive service. The customers to whom we give service are the people who keep us in gainful employment. Whatever task we are performing, everything we do affects the satisfaction – or dissatisfaction – of our customers. Ask yourself: What do your customers expect of you? What do you expect of your customers? Satisfying customers’ requirements must be our main aim. We can do this only by putting quality into everything we do. To achieve our objective, we must be seen as an organisation that: knows our customers’ requirements; provides services based on these requirements; consistently meets these requirements.
The customer charter is now displayed throughout the library, and is reproduced in the library handbook. uk/cls/library/haveyoursay/ Aim 2: To recognise the special needs of different customers Who we are and what we need In this activity, participants will identify and relate to many different types of customer. During this process, they will also identify a variety of perceived needs. Such needs can usually be categorised as follows: your organisation already meets this requirement; your organisation should offer this service, but currently does not; you may be capable of offering all or part of this service, but there are funding and resource implications; your organisation sees this requirement as a ‘blue-sky’ need, which realistically, you are unlikely to be able to meet in the foreseeable future.