000			02202cam a2200349 a 4500
001			18307933
003			BD-DhUL
005			20160626153532.0
008			140918s2010 xxka b 001 0 eng
010			_a 2014427845
020			_a9781843345701 (pbk.)
020			_a1843345706 (pbk.)
035			_a(OCoLC)ocn503046677
040			_cBD-DhUL _dBD-DhUL
042			_alccopycat
050	0	0	_aZ711 _b.G315 2010
082			_a384.64 _bGAC
100	1		_aGannon-Leary, Pat.
245	1	0	_aCustomer care : _ba training manual for library staff / _cPat Gannon-Leary and Michael D. McCarthy.
260			_aOxford, UK : _bChandos Pub., _c2010.
300			_axix, 242 p. : _bill. ; _c24 cm.
490	1		_aChandos information professional series
504			_aIncludes bibliographical references and index.
505	0		_aPreparation -- The introduction -- What is customer service? -- Who are our customers? : the customer service chain -- Communication -- Questioning and active listening -- Handling complaints -- Dealing with challenging situations -- Life positions and the OK Corral : being more confident and assertive -- Suggestions for improvement -- Teambuilding -- What are we good at, and what is our future? : action planning -- Wrapping it up -- Conclusion.
520	8		_aAnnotation _bThe book provides a detailed customer care course suitable for delivery to library staff at all levels. It can be used as a stand-alone, reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. As it relies heavily on facilitation techniques, the training may not necessarily be delivered by staff responsible for staff training and development but can be delivered by a cross-departmental team of facilitators. This empowers these staff and gives them both skills and development opportunities.
650		0	_aPublic services (Libraries)
650		0	_aLibraries _xCustomer services.
650		0	_aLibrary employees _xIn-service training.
700	1		_aMcCarthy, Michael D.
830		0	_aChandos information professional series.
942			_2ddc _cBK
999			_c80602 _d80602