Chartership 7: Customer Care
Chartership: Customer Care
10th May 2005
This training session offers participants and opportunity to evaluate customer care provision in libraries. It covers those aspects of service which support and maintain a good standard, both directly and indirectly.
By the end of the session, participants will be able to:
1. Appreciate why good customer care is essential and how it affects every part of the library service.
2. Distinguish good, bad and indifferent standards of service.
3. Understand how to train staff for good face-to-face communication with users.
A mixture of theory, discussions and exercises, based upon work done before the session by participants.
16.00 Introduction: participants’ libraries, jobs and experience
Why users matter
16.15 Exercise: how to distinguish good, bad and indifferent customer service
17.00 Encouraging and training staff to provide a consistent, good level of service
18.00 End of session
Please go into a library, other than the one you work in, and make notes on:
* the reception area and general layout
* signage, notices and location plans
* counter staff
and any other aspects relevant to you making use of that library.
Bring these notes with you; they will help us to get a varied picture of how libraries cater for their users.