Chapter 2

Staffing the Front Line

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


This chapter describes the importance of a front-line team in terms of the delivery of excellent customer service, illustrates how appropriate strategic recruitment, development, and reward programmes can assist in the effort to ensure that customer service standards are at their highest, and discusses the importance of maintaining a continuing mutually beneficial discourse with customers in order to ensure that their needs are as fully satisfied as possible.


Recruitment; staff development; Human Resources; customer communications; feedback; appraisal

Recruiting, Developing, and Rewarding Staff

As mentioned above, excellent ...

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