Author: Peter Hernon and John R. Whitman
Started: June 3, 2019
Finished: July 19, 2019
Pages: 181
Genre: Non-Fiction
First Sentence: [From the Preface] Business enterprises - those having survived a decade of sometimes painful reengineering to stay competitive in a global economy - now view satisfying the customer as a core business value.
Summary: [From Amazon] Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service. Hernon and Whitman, in this new companion to the volume "Assessing Service and Quality: Satisfying the Expectations of Library Customers", outline a step-by-step process to identify needs, improve service quality, evaluate customer satisfaction and implement a service plan that keeps patrons in the library. In a discipline where both quantitative and qualitative measurements are required, this new book clearly explains how to measure service delivery. Packed with practical strategies geared toward customers, this book shows how to: define and refine what services to offer; clarify the unique mission of the library; identify appropriate service goals; analyze services from the modern customer's perspective; use computer technology to lower costs and speed up results; and build long-term loyalty to the library. Ready-to-use and tested in libraries nationwide, this customer satisfaction approach is designed specifically to help librarians meet the ever-changing information needs of the modern library customer.
Thoughts: This felt like two separate books. The first half was all about customer service and the second half was all about survey design and assessment. I like the first half of the book because it talked about the connection between staff and customers. Customer service comes from relationships and this book discusses how to craft and shape that relationship. I simply didn't care for or need the second half of the book.
Rating: 5/10 [meh]
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