Listening to the Customer

Listening to the Customer

Book - 2011
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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

Publisher: Santa Barbara, Calif. : Libraries Unlimited, c2011.
ISBN: 9781598847994
1598847996
Branch Call Number: 025.10973 HERNO
Characteristics: xiii, 201 p. : ill. ; 26 cm.
Additional Contributors: Matthews, Joseph R.

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