Professional Book of the Week

Title: Delivering Satisfaction and Service Quality: A Customer-Based Approach for Libraries
Authors: Peter Hernon and John R. Whitman

Summary:
In these tight financial times, we are in need of a strong support base of loyal supporters. The primary way we build that support network is by providing excellent customer service. Customer service is where libraries need to excel. This guide helps you evaluate your current customer service system as well as presenting ways to improve that system.