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)
|