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

Description: Yes! on Demand : How to Create Winning, Customized Library Service, Paperback by Middleton, Kathy L.; Sass, Rivkah (FRW), ISBN 144084853X, ISBN-13 9781440848537, Brand New, Free shipping in the US

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.

Th shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to childrens 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, th 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.

Helps librarians build a happy and loyal patron base

Offers practical advice and guidelines for implementing a transformative customer-service model

Provides a big picture on customer service, allowing readers to rethink their approach

Explains why administrators must release some control, allowing staff to use their own judgment and sometimes break with standard policies and procedures

Empowers library staff and relieves administrators of burdens of bureaucracy and micro-management

Price: 72.39 USD

Location: Jessup, Maryland

End Time: 2024-12-06T10:38:07.000Z

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