Listening to the CustomerBook - 2011
A thorough explanation of how a voice-of-the-customer program for libraries can give customers the opportunity to make their opinions known, enabling libraries to develop services that meet or exceed their patrons' changing expectations.
* Ten sidebars highlight specific libraries and what they are doing
* Numerous illustrative figures clarify key points
* An extensive bibliography compiles works related to customer service and implementing a voice-of-the-customer program