Overview

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.

Full Product Details

Author:   Pat Gannon-Leary ,  Michael McCarthy
Publisher:   Woodhead Publishing Ltd
Imprint:   Chandos Publishing (Oxford) Ltd
Dimensions:   Width: 15.60cm , Height: 1.50cm , Length: 23.40cm
Weight:   0.400kg
ISBN:  

9781843345701

ISBN 10:   1843345706
Pages:   262
Publication Date:   15 March 2010
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Out of Print
Availability:   Out of stock  

Table of Contents

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

Reviews

This title is recommended for library administrators and courses in library and information science programs on public services management and improvement. <br>-Reference and User Services Quarterly

Author Information

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. Michael D McCarthy served as a Senior Officer in the Logistics Branch of the RAF, including 3 years as a specialist instructor to Officer Cadets. On leaving the RAF he moved into the management of Customer Support in major Aerospace Companies in the UK and in Sweden. He has wide experience of customer support activity throughout the European aerospace community, covering both major contractors and suppliers. Following early retirement, he has recently spent 2 years working in a support role in a University Library in order to obtain ‘hands-on’ experience of the demands of customer care in this particular environment.

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