LEADER 04055oam 2200457 450 001 9910811933503321 005 20190911112724.0 010 $a1-78063-439-0 035 $a(OCoLC)942669213 035 $a(MiFhGG)GVRL9CCB 035 $a(EXLCZ)993710000000486085 100 $a20150615h20162016 uy 0 101 0 $aeng 135 $aurun|---uuuua 181 $ctxt 182 $cc 183 $acr 200 00$aCustomer service in academic libraries $etales from the front line /$fedited by Stephen Mossop 205 $a1st edition 210 1$aWaltham, MA :$cChandos Publishing,$d[2016] 210 4$d?2016 215 $a1 online resource (xxii, 129 pages) $cillustrations (some color) 225 1 $aChandos information professional series 300 $aDescription based upon print version of record. 311 $a1-84334-758-X 320 $aIncludes bibliographical references and index. 327 $a1. "Customer service" : what's the big deal? -- 2. Staffing the frontline -- 3. Marshalling a century of experience : customizing services for the next generation of users -- 4. Customer service in a 24/7 environment : the exeter experience -- 5. Customer service at Victoria University, St. Albans Campus Library -- 6. Innovations in user services a Sabanci University Information Center -- 7. Library services for Falmouth University and the University of Exeter, Penryn Campus : listening to our customers in a shared services environment -- 8. Where next for the "front line"? 330 $aThe term 'customer service' is not new to the academic library community. Academic libraries exist to serve the needs of their community, and hence customer service is essential. However, the term can be applied in a variety of ways, from a thin veneer of politeness, to an all-encompassing ethic focussing organisational and individual attention on understanding and meeting the needs of the customer. For customers, the library?s Front Line team is the ?human face? of the library. How well they do their job can have a massive impact on the quality of the learning experience for many students, and can directly impact upon their success. The importance of their role, and the quality of the services they offer, should not be underestimated - but in an increasingly digital world, and with potentially several thousand individuals visiting every day (whether in person or online), each with their own agendas and requirements, how can the library?s Front Line team deliver the personal service that each of these individuals need? Customer Service in Academic Libraries contributes to what academic libraries, as a community, do really well - the sharing of best practice. It brings together, in one place, examples of how Front Line teams from libraries across a wide geographical area - Hong Kong, Australia, Turkey and the United Kingdom - work to ?get it right for their customers?. Between them, they cover a range of institutions including research-intensive, mixed HE/FE, private establishments and shared campuses. All have their own tales to tell, their own emphases, their own ways of doing things - and all bring their own examples of best practice, which it is hoped readers will find useful in their own context. Discusses ?customer service? in a library setting Translates ?management theory? into useful practice information Examines building relationships, meeting customer needs, and marketing and communication Provides examples of practical experience grounded in recent, transferable experience 410 0$aChandos information professional series. 606 $aAcademic libraries$xManagement 606 $aAcademic libraries$xCustomer services 615 0$aAcademic libraries$xManagement. 615 0$aAcademic libraries$xCustomer services. 676 $a025.1977 702 $aMossop$b Stephen 801 0$bMiFhGG 801 1$bMiFhGG 906 $aBOOK 912 $a9910811933503321 996 $aCustomer service in academic libraries$94117807 997 $aUNINA