Customer Care provides a detailed 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. - Dual use - reference work and/or training manual - Potential as a text book - Applicable to a wider context than LIS - could be used for a whole HEI institutional approach to customer care or in local authorities/public services
Autorentext
Dr. Pat Gannon-Leary is a consultant and joint partner of Bede Research & Consultancy with Mike McCarthy. Prior to that, Dr Gannon-Leary worked as a researcher at the Universities of Northumbria and Newcastle. Her earlier career experience includes working in academic libraries in the UK and the USA in a variety of roles including Customer Service Manager. During that time she facilitated customer care courses for library staff.
Inhalt
List of figures and tables
About the authors
Acknowledgments
Preface
Chapter 1: Preparation
Your role as a facilitator
Notes on venue and facilities
Chapter 2: The introduction
Aims
Background
Aim 1: Introductions
Aim 2: Expressing concerns and creating a climate for learning
Aim 3: Understanding the aims of the course
Aim 4: Establishing the ground rules
Aim 5: Clarifying the role of the facilitator
Chapter 3: What is customer service?
Aims
Background
Aim 1: Identifying the constituents of good/bad/excellent service in practice
Aim 2: Recognising the importance of customers' expectations and feelings
Chapter 4: Who are our customers? The customer service chain
Aims
Background
Aim 1: To identify more clearly the different kinds of customer
Aim 2: To recognise the special needs of different customers
Aim 3: To recognise from whom we receive service in general
Aim 4: To recognise our internal customers
Chapter 5: Communication
Aims
Background
Aim 1: To recognise the barriers to communication
Aim 2: To recognise the importance of body language or NVC when dealing with customers face to face
Aim 3: To improve communications, whether face to face, over the telephone or in writing
Final comments
Chapter 6: Questioning and active listening
Aims
Background
Aim 1: To identify the different types of questions and their effect on communication
Aim 2: To use questions to communicate more effectively
Aim 3: To encourage more active and effective listening
Chapter 7: Handling complaints
Aims
Background
Aim 1: To identify the appropriate steps in handling customer complaints
Aim 2: To develop a positive proactive response to customers' problems and complaints
Chapter 8: Dealing with challenging situations
Aims
Background
Aim 1: To identify behaviours that create positive relationships with customers
Aim 2: To recognise signs of aggression in a person
Aim 3: To identify appropriate strategies for dealing with challenging situations
Chapter 9: Life positions and the OK Corral: being more confident and assertive
Aims
Background
Aim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviour
Aim 2: To use assertive language in response to customer and staff statements
Chapter 10: Suggestions for improvement
Aims
Background
Aim 1: To identify how participants can help improve the effectiveness of their section
Aim 2: To identify how managers can help participants make improvements
Chapter 11: Teambuilding
Aims
Background
Aim 1: To foster team spirit
Aim 2: To help understand how we work in groups
Chapter 12: What are we good at, and what is our future? Action planning
Aims
Background
Aim 1: To celebrate success and take pride in achievements
Aim 2: To actively share information about team successes
Aim 3: To make a commitment to improving customer service skills
Chapter 13: Wrapping it up
Concluding remarks
Feedback
Chapter 14: Conclusion
Plenary
Some final words...
Index