Customer service: giving your best

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Waller_2.pdf (2.62 MB)

Date

1996

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Volume Title

Publisher

Saskatchewan Library Association

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.

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Keywords

Library & Information Science

Citation

Forum (Saskatchewan Library Association), v.19, n.3, October 1996, p.11

URI

http://hdl.handle.net/1880/46373

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Libraries & Cultural Resources Research & Publications

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Attribution Non-Commercial No Derivatives 3.0 Unported
Except where otherwised noted, this item's license is described as Attribution Non-Commercial No Derivatives 3.0 Unported

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