Customer Care. A Training Manual for Library Staff by Pat Gannon-Leary

By Pat Gannon-Leary

Buyer Care offers an in depth path appropriate for supply to library employees in any respect degrees. it may be used as a stand-alone reference paintings for client care strategies and systems or, however, it may be utilized by library employees to tailor a buyer care path to fit the necessities and coaching wishes in their personal staff.

  • Dual use - reference paintings and/or education manual
  • Potential as a textual content book
  • Applicable to a much wider context than LIS - should be used for an entire HEI institutional method of buyer care or in neighborhood authorities/public services

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Case study: ‘Boy Wonder’ A major European high-tech engineering company had a young, thrusting sales and marketing executive who had enjoyed great success in sales campaigns both in Western Europe and in North America. His advancement within the company had been meteoric, and on the crest of this wave of personal success he was selected to lead a sales team travelling to the Far East, to potentially win a multi-million pound export contract. On arrival in the country, he headed up the presentation team and delivered his usual highly professional sales pitch.

It is OK to be self-congratulatory. When you know you’re doing your job well, give yourself a pat on the back. This is especially useful when no one else does so. Reflect on and enjoy your own achievements. Selfpraise is a foundation that helps to counteract the negative experiences you may encounter on the way. It is OK, indeed, positively motivating to feel good about yourself. Later in the manual there is a session on what are we good at (Chapter 12) which both encourages and allows participants to do just that – to have positive feelings about themselves.

Once the groups have finished, they swap their biography with another group, and then discuss the possible needs that the customer profiled in that particular biography may have with regards to the service they are offering. Version two: rainbow consequences An alternative way of using this activity is to play a game of ‘consequences’ using a sheet of A4 and the following headings: gender; ethnicity; educational background; subject area of interest; level of interest; number of hours worked/type of work done.

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