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 servicesBopp and Smith define the reference interview as the a#39;conversation between a member of the library reference staff and a ... In such circumstances, we can overcome these negative feelings by adopting certain, positive patterns of behaviour.
|Author||:||Pat Gannon-Leary, Michael McCarthy|
|Publisher||:||Elsevier - 2010-03-15|