Building a Successful Customer-service Culture a guide for library and information managers

• Other Authors: Melling, Maxine (Editor), Little, Joyce (Editor)
• Format: Book
• Language: English
• Published: London Facet Publishing 2002
• Subjects: Public services (Libraries)
• Online Access: Click Here to View Status and Holdings.
• Physical Description: xii, 212 pages illustration 24 cm
• Bibliography: Includes bibliographical references and index
• ISBN: 1856044491; 9781856044493

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge.