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The Myth and Magic of Library Systems by Keith J. Kelley

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5

Sleight of hand

Service or the appearance of service

Abstract

In this chapter, it is discussed how the appearance of good customer service is sometimes suitable while resources are stretched and problems must be prioritized. Either service or solution, technology must be used as it is intended to eliminate support needs for outdated processes. Techniques on how to get the best results in Google and other search engines are shared, which allows the customer to be their own support. Other tips on how to extend your resources and give good customer service are shared, like communication tactics, managing resources and services so you need not overextend, and how to set your IT department’s priorities to avoid bad service.

Keywords

Customer ...

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