Home » Training Library Staff And Volunteers To Provide Extraordinary Customer Service by Julie Todaro
Training Library Staff And Volunteers To Provide Extraordinary Customer Service Julie Todaro

Training Library Staff And Volunteers To Provide Extraordinary Customer Service

Julie Todaro

Published August 1st 2006
ISBN : 9781555705602
Paperback
Enter the sum

 About the Book 

Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the what to say and what to do to make that goal a reality. Smith and Todaro offer guidance for trainingMoreEstablishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the what to say and what to do to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels--from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions--job interviews, orientation, employee review, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, as well as guidelines for establishing policies and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, lock-box survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service.