Full Description
Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff.
Contents
List of figures and tablesAbout the authorsAcknowledgmentsPrefaceChapter 1: PreparationYour role as a facilitatorNotes on venue and facilitiesChapter 2: The introductionAimsBackgroundAim 1: IntroductionsAim 2: Expressing concerns and creating a climate for learningAim 3: Understanding the aims of the courseAim 4: Establishing the ground rulesAim 5: Clarifying the role of the facilitatorChapter 3: What is customer service?AimsBackgroundAim 1: Identifying the constituents of good/bad/excellent service in practiceAim 2: Recognising the importance of customers' expectations and feelingsChapter 4: Who are our customers? The customer service chainAimsBackgroundAim 1: To identify more clearly the different kinds of customerAim 2: To recognise the special needs of different customersAim 3: To recognise from whom we receive service in generalAim 4: To recognise our internal customersChapter 5: CommunicationAimsBackgroundAim 1: To recognise the barriers to communicationAim 2: To recognise the importance of body language or NVC when dealing with customers face to faceAim 3: To improve communications, whether face to face, over the telephone or in writingFinal commentsChapter 6: Questioning and active listeningAimsBackgroundAim 1: To identify the different types of questions and their effect on communicationAim 2: To use questions to communicate more effectivelyAim 3: To encourage more active and effective listeningChapter 7: Handling complaintsAimsBackgroundAim 1: To identify the appropriate steps in handling customer complaintsAim 2: To develop a positive proactive response to customers' problems and complaintsChapter 8: Dealing with challenging situationsAimsBackgroundAim 1: To identify behaviours that create positive relationships with customersAim 2: To recognise signs of aggression in a personAim 3: To identify appropriate strategies for dealing with challenging situationsChapter 9: Life positions and the OK Corral: being more confident and assertiveAimsBackgroundAim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviourAim 2: To use assertive language in response to customer and staff statementsChapter 10: Suggestions for improvementAimsBackgroundAim 1: To identify how participants can help improve the effectiveness of their sectionAim 2: To identify how managers can help participants make improvementsChapter 11: TeambuildingAimsBackgroundAim 1: To foster team spiritAim 2: To help understand how we work in groupsChapter 12: What are we good at, and what is our future? Action planningAimsBackgroundAim 1: To celebrate success and take pride in achievementsAim 2: To actively share information about team successesAim 3: To make a commitment to improving customer service skillsChapter 13: Wrapping it upConcluding remarksFeedbackChapter 14: ConclusionPlenarySome final words...Index
