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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