| Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, this new companion to the award-winning Assessing Service Quality: Satisfying the Expectations of Library Customers outlines a step-by-step process to identify needs, improve service quality, evaluate customer satisfaction, and implement a service plan that keeps patrons in the library. Packed with practical strategies geared toward customers, this book shows readers how to:
-- Clarify the unique mission of the library.
-- Define and refine what services to offer.
-- Analyze services from the modern customer's perspective.
-- Use computer technology to lower costs and speed up results.
-- Build long-term loyalty to the library.
|
