Listening to the customer / Peter Hernon and Joseph R. Matthews.
"[This book] provides effective strategies for gathering information from the client perspective in order to meet library patrons' expectations and specific information needs. The voice-of-the-customer program ... involves not only listening to customers, but also maintaining an ongoing di...
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| Format: | Book |
| Language: | English |
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Santa Barbara, Calif. :
Libraries Unlimited,
[2011]
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Table of Contents:
- Listening to and valuing customer comments
- Obtaining staff buy-in
- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data
- Methodologies (unstructured and solicited approaches) and the presentation of data collected
- Methodologies (structured but not always solicited approaches) and analyzing study findings
- Methodologies (unstructured and unsolicited approaches)
- I was once lost but now?
- Analyzing and using the customer's voice to improve service
- Communication
- Valuing library customers.