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Customer Service in Academic Libraries by Stephen Mossop

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Chapter 7

Library Services for Falmouth University and the University of Exeter, Penryn Campus

Listening to Our Customers in a Shared Services Environment

Doreen Pinfold,    Falmouth University/FX Plus, Cornwall, United Kingdom

Abstract

This chapter describes a library service operating within the context of a shared services environment, examines the many ways we communicate with and listen to our customers, how we respond to the comments, and the impact of this feedback on the services we deliver.

Keywords

Shared services; customer care; customer consultation; formal and informal feedback; customer surveys; communicating; listening

Background and Context

The library service in this case study is a shared services one based within a shared services ...

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