Stellar Customer Service

Introduction
Mou Chakraborty
1. Customer Service Training: Advice from the Business World
Alice Bahr
2. Creating a Comprehensive Training Plan for Better Customer Service Experiences in Your Library
Karen Glover
3. Cultivating an "Always Say Yes" Attitude without Causing Chaos and Confusion
Cheryl McGrath and Paul Bellenoit
4. Instilling a Service Focus in Student Workers
Jordan Jefferson and Mike VanderHeijden
5. Secret Shopping and Training Mini Detectives
Sarah Hammill
6. Using Volunteers to Expand the Walls of the Library: Books for Wider Horizons at Oakland Public Library
Laurie Willhalm
7. Customer Service Training in an Academic Technical Library
Anne Marie Casey and Kathleen Citro
8. A Prescription for Creating a Culture of Customer Service
Valerie S. Gordon and Lee Vucovich
9. More Libraries, More Opportunities for Customer Service Training
Lois Albertson and Jeannette Smithee
10. Designing the Customer-Centric Library Culture: MPL's Customer Service Revolution as a Case Study in Design Thinking
Andrea Cecchetto
11. Library Reality TV: Using Improv Techniques to Transform Your Approach to Customer Service
Jennifer Laredo, Melissa Maglio, and Heidi Murphy
12. Providing Stellar Interlibrary Loan Service to Borrowing Libraries and Your Own Local Patrons: It's All About Sharing
Sue Kaler
13. Providing Remarkable Customer Service and Resources across a Healthcare System
Donna J. McCloskey
14. Values-Based Customer Service: 21st-Century Customer Service for Public Libraries?
Lewis Belfont
15. Give a Pickle, Get a Smile! Sweet, Isn't It?
Mou Chakraborty
About the Editor and Contributors
199
Index