Chapter 1

“Customer Service”—What’s the Big Deal?

Stephen Mossop,    Head of Library Services (Retired), University of Exeter, UK


This chapter sets the scene for the case-study chapters which follow. It explores the nature of customer service in academic libraries, discusses the importance of establishing and maintaining the highest possible levels of customer satisfaction in support of institutional goals and in relation to enhanced student attainment, and describes the benefits of “thinking like a customer.”


Customer focus; customer journey mapping; customer relations; organi­sational culture; organisational vision; service quality survey; service standards; library impact

What’s in a Name?

There are many terms traditionally employed ...

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