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Customer care is an essential aspect of library provision. As clients become more conscious of their rights - and pay for more and more of the service - and as competitive sources such as Amazon continure to develop, it is appropriate that libraries should formalise their approaches to ensure qualitly standards. WHO IS THIS COURSE FOR This course is suitable for staff responsible for planning and implementing customer care programmes, whether at senior planning level or at supervisory level OBJECTIVES At the end of the day staff will * have considered good and bad examples of customer care * be aware of the customer care planning cycle * have examined the role of systems in customer care * have considered the requirements of staff training and monitoring * understand how to react when things go wrong WHEN & WHERE Venue: Leeds Date: Wednesday 16 November Time: 9.30am-4.50pm Cost: GBP200 + VAT (Total GBP235.00)