Page 165 - Reference ACPL Fall 2017

MANAGEMENT AND ADMINISTRATION

FORTHCOMING Yes! on Demand Stellar Customer

Cultivating How to Create Winning, Service
Engaged Staff Customized Library Service Training Library Staff to
KATHY L. MIDDLETON Exceed Expectations
Better Management
for Better Libraries MOU CHAKRABORTY, EDITOR
MARGARET ZELMAN LAW

November 2016, 123pp, 6 1/8x9 1/4
Print: 978-1-4408-4853-7 August 2016, 213pp, 6 1/8x9 1/4
$50.00, £39.00, €46.00
eBook: 978-1-4408-4854-4 Print: 978-1-4408-4076-0
September 2017, 150pp, 6 1/8x9 1/4 $55.00, £43.00, €50.00
Print: 978-1-4408-5222-0 eBook: 978-1-4408-4077-7
$55.00, £43.00, €50.00
“ customer service in libraries “ [R]esourceful, well-researched,
eBook: 978-1-4408-5223-7 This fresh approach to
will encourage leaders and and implementable. . . This is
Specifically written about the library frontline staff to reposition their highly recommended to any
work environment, this book offers organizations as welcoming library interested in revising
strategies for creating and maintaining a and relevant places in the their customer services
positive and supportive LIS environment community. practices to best serve their
that will engage all types of staff, ” community.
—Library Journal, May 9, 2017 ”
resulting in increased performance.
—VOYA, December 6, 2016
FEATURES Borrowing winning techniques from From librarians to volunteer workers,
• Provides specific instruction to help the business world, this book examines staff to student workers, all library
librarians implement a popular, ways you can make library service more
proven-effective management personalized, focused, and solutions- personnel need to deliver great
technique oriented for your patrons. customer service. This book presents
• Shows library managers how FEATURES innovative instructional methods that
to increase performance and will inspire you to take a fresh approach
productivity at any level of • Helps librarians build a happy and to customer service training.
management through research-based loyal patron base FEATURES
methods • Offers practical advice and guidelines
• Presents reflective questions to for implementing a transformative • Provides model staff training
programs that have been proven
encourage thinking about one’s customer-service model successful in real-world applications
impact in the workplace • Provides a big picture on customer
service, allowing readers to rethink • Addresses how to improve the
their approach delivery of customer service at all
levels of personnel—librarians,
• Explains why administrators must general staff, student workers, and
release some control, allowing staff
to use their own judgment and volunteers
sometimes break with standard • Includes guidelines on re-training
policies and procedures and evaluation of customer service
training needs

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