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Customer Care

Book Description

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 services

Table of Contents

  1. Cover image
  2. Title page
  3. Table of Contents
  4. Copyright
  5. List of figures and tables
  6. About the authors
  7. Acknowledgments
  8. Preface
  9. Chapter 1: Preparation
    1. Your role as a facilitator
    2. Notes on venue and facilities
  10. Chapter 2: The introduction
    1. Aims
    2. Background
    3. Aim 1: Introductions
    4. Aim 2: Expressing concerns and creating a climate for learning
    5. Aim 3: Understanding the aims of the course
    6. Aim 4: Establishing the ground rules
    7. Aim 5: Clarifying the role of the facilitator
  11. Chapter 3: What is customer service?
    1. Aims
    2. Background
    3. Aim 1: Identifying the constituents of good/bad/excellent service in practice
    4. Aim 2: Recognising the importance of customers’ expectations and feelings
  12. Chapter 4: Who are our customers? The customer service chain
    1. Aims
    2. Background
    3. Aim 1: To identify more clearly the different kinds of customer
    4. Aim 2: To recognise the special needs of different customers
    5. Aim 3: To recognise from whom we receive service in general
    6. Aim 4: To recognise our internal customers
  13. Chapter 5: Communication
    1. Aims
    2. Background
    3. Aim 1: To recognise the barriers to communication
    4. Aim 2: To recognise the importance of body language or NVC when dealing with customers face to face
    5. Aim 3: To improve communications, whether face to face, over the telephone or in writing
    6. Final comments
  14. Chapter 6: Questioning and active listening
    1. Aims
    2. Background
    3. Aim 1: To identify the different types of questions and their effect on communication
    4. Aim 2: To use questions to communicate more effectively
    5. Aim 3: To encourage more active and effective listening
  15. Chapter 7: Handling complaints
    1. Aims
    2. Background
    3. Aim 1: To identify the appropriate steps in handling customer complaints
    4. Aim 2: To develop a positive proactive response to customers’ problems and complaints
  16. Chapter 8: Dealing with challenging situations
    1. Aims
    2. Background
    3. Aim 1: To identify behaviours that create positive relationships with customers
    4. Aim 2: To recognise signs of aggression in a person
    5. Aim 3: To identify appropriate strategies for dealing with challenging situations
  17. Chapter 9: Life positions and the OK Corral: being more confident and assertive
    1. Aims
    2. Background
    3. Aim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviour
    4. Aim 2: To use assertive language in response to customer and staff statements
  18. Chapter 10: Suggestions for improvement
    1. Aims
    2. Background
    3. Aim 1: To identify how participants can help improve the effectiveness of their section
    4. Aim 2: To identify how managers can help participants make improvements
  19. Chapter 11: Teambuilding
    1. Aims
    2. Background
    3. Aim 1: To foster team spirit
    4. Aim 2: To help understand how we work in groups
  20. Chapter 12: What are we good at, and what is our future? Action planning
    1. Aims
    2. Background
    3. Aim 1: To celebrate success and take pride in achievements
    4. Aim 2: To actively share information about team successes
    5. Aim 3: To make a commitment to improving customer service skills
  21. Chapter 13: Wrapping it up
    1. Concluding remarks
    2. Feedback
  22. Chapter 14: Conclusion
    1. Plenary
    2. Some final words…
  23. Index