Training Library Staff And Volunteers to Provide Extraordinary Customer Service

# Training Library Staff And Volunteers to Provide Extraordinary Customer Service best selction# Training Library Staff And Volunteers to Provide Extraordinary Customer Service You Here! Best Offers Today!



Product Description Establishing and maintaining the best possible customer service is essential for every library. Here is a training manual that gives you the Â"what to sayÂ" and Â"what to doÂ" to make that goal a reality. Smith and Todaro offer guidance for training employees at all levels--from frontline staff to managers. They show you in detail how to integrate a customer service focus and training into a variety of staff and volunteer interactions—-job interviews, orientations, employee reviews, and in-service and out-service training. Todaro and Smith suggest standards for what employees should know on day one, after the first week, after the first month, etc. This complete package includes role-playing suggestions and scripts for specific and difficult scenarios, guidelines for establishing policies, and a glossary. Numerous model forms (critical incident report, customer feedback, postcard survey, Â"lock-boxÂ" survey, and more) make this toolkit essential for library managers and administrators who want to help their staff develop a whole new level of customer service....

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