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Yes! on Demand : How to Create Winning, Customized Library Service

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Title: Yes! on Demand : How to Create Winning, Customized Library Service
Description: Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons.When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the'yes'model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community. The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of'no'into one of'yes.'Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate'no'through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.
Authors: Kathy L. Middleton
Resource Type: eBook.
Subjects: Public libraries--United States--Administration, Customer services--United States--Case studies, Libraries--Customer services, Public services (Libraries), Library employees--In-service training
Categories: LANGUAGE ARTS & DISCIPLINES / Library & Information Science / Administration & Management
Database: eBook Collection (EBSCOhost)
FullText Links:
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  – Type: ebook-epub
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  Availability: 0
Header DbId: nlebk
DbLabel: eBook Collection (EBSCOhost)
An: 1393489
RelevancyScore: 1070
AccessLevel: 6
PubType: eBook
PubTypeId: ebook
PreciseRelevancyScore: 1070.4580078125
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  Data: Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons.When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the'yes'model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community. The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of'no'into one of'yes.'Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate'no'through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.
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RecordInfo BibRecord:
  BibEntity:
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      – Code: 025.5
        Scheme: ddc
        Type: prePub
    Languages:
      – Code: eng
        Text: English
    Subjects:
      – SubjectFull: Public libraries--United States--Administration
        Type: general
      – SubjectFull: Customer services--United States--Case studies
        Type: general
      – SubjectFull: Libraries--Customer services
        Type: general
      – SubjectFull: Public services (Libraries)
        Type: general
      – SubjectFull: Library employees--In-service training
        Type: general
    Titles:
      – TitleFull: Yes! on Demand : How to Create Winning, Customized Library Service
        Type: main
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          Name:
            NameFull: Kathy L. Middleton
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          Dates:
            – D: 01
              M: 01
              Type: published
              Y: 2016
            – D: 20
              M: 10
              Type: profile
              Y: 2016
          Identifiers:
            – Type: isbn-print
              Value: 9781440848537
            – Type: isbn-electronic
              Value: 9781440848544
            – Type: isbn-electronic
              Value: 9798216169321
          Titles:
            – TitleFull: Yes! on Demand : How to Create Winning, Customized Library Service
              Type: main
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