Training library staff and volunteers to provide extraordinary customer service - Todaro, Julie Beth.; Smith, Mark 1956-. (New York Neal-Schuman Publishers, 2006)
Determining customer service essentials -- Examining general training guidelines -- Preparing specific training for library staff and volunteers -- Assessing and anticipating the needs of customers -- Tracking and responding to customer feedback -- Planning staff-development days -- Instituting continuous learning in libraries-- Integrating continuous learning with customer service.
Includes bibliographical references and index.
Keywords: Library employees -- In-service training; Public services (Libraries); Customer services