Customer care: a training manual for library staff

Preparation

The introduction

What is customer service?

Who are our customers? : the customer service chain

Communication

Questioning and active listening

Handling complaints

Dealing with challenging situations

Life positions and the OK Corral : being more confident and assertive

Suggestions for improvement

Teambuilding

What are we good at, and what is our future? : action planning

Wrapping it up

Conclusion.