Borrowing winning techniques from the business world, this book
examines ways you can make library service more personalized,
focused, and solutions-oriented for your patrons. When it comes to
delivering the quality, personalized service your patrons expect,
the staff is the most important resource in the library. It only
follows then, that by empowering staff, breaking and fixing rules,
cultivating creativity, and focusing on results, your library can
meet and exceed patron expectations. To help you accomplish that
and more, this book presents the "yes" model for customer service
and explains how to use the model to build morale and grow a loyal,
engaged, and highly satisfied community. The book shows how
techniques borrowed from successful retail models can be applied to
every part of library service—from reference, circulation, and
technology services to children's and adult services. Beginning
chapters describe the role of staff in transforming a culture of
"no" into one of "yes." Next are explanations of tools
administrators can use to support changes that will lead to a more
contented customer base. Finally, the book addresses how to
eliminate "no" through personalized service and by defining and
tearing down obstacles that often block use of library products and
services. This approach not only will make for happier patrons but
will build staff morale, foster support, and ensure that your
library remains relevant for years to come.
General
| Imprint: |
Libraries Unlimited
|
| Country of origin: |
United States |
| Release date: |
November 2016 |
| Authors: |
Kathy L. Middleton
|
| Foreword by: |
Rivkah Sass
|
| Dimensions: |
235 x 156 x 12mm (L x W x T) |
| Format: |
Paperback
|
| Pages: |
144 |
| ISBN-13: |
978-1-4408-4853-7 |
| Categories: |
Books
Promotions
|
| LSN: |
1-4408-4853-X |
| Barcode: |
9781440848537 |
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