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Title: Customer service: giving your best
Authors: Waller, Andrew
Keywords: Library & Information Science
Issue Date: 1996
Publisher: Saskatchewan Library Association
Citation: Forum (Saskatchewan Library Association), v.19, n.3, October 1996, p.11
Abstract: This is a report on the presentation "Customer service: giving your best" that took place at the Saskatchewan Library Association/Saskatchewan Association of Library Trustees Conference, North Battleford, SK, April 25-28, 1996. This session was given by Val Solash from Edmonton Public Library and was designed to help make librarians better customer service providers. Tips included realizing that that everyone in an organization has customers ("inside" and "outside" customers) and that customers have "moments of truth" when they come into contact with any aspect of the organization. In addition, a Total Product Concept model for customer service was presented, which describes "core", "expected", and "exceeded" services.
ISSN: 0831-3016
Appears in Collections:Waller, Andrew

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