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Customer Service in Academic Libraries : Tales from the Front Line (Paperback) (Stephen Mossop)
About this item
Customer Service in Academic Libraries draws on practical experience to explore the concept, nature, and benefits of an organizational culture based upon the principles and practices of customer service, in its fullest sense.
The term ‘customer service’ is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focusing organizational and individual attention on understanding and meeting the needs of the customer.
The book begins by defining ‘customer service’ and related terms, then looks at building relationships, meeting customer needs, and marketing and communication. Remaining chapters concern developing people, measuring impact, maintaining quality, and a series of case studies giving practical examples from professionals.
- Discusses ‘customer service’ in a library setting
- Translates ‘management theory’ into useful practice information
- Examines building relationships, meeting customer needs, and marketing and communication
- Provides examples of practical experience grounded in recent, transferable experience