Customer Service in Academic Libraries

- Dedication - List of Figures - List of Abbreviations - About the Editor - About the Contributors - Acknowledgments - Introduction - Chapter 1. "Customer Service-What's the Big Deal? - Abstract - What's in a Name? - Thinking Like a Customer - Mapping Your Customer's Experience - Customer Service Standards - Building Customer Relationships - Chapter 2. Staffing the Front Line - Abstract - Recruiting, Developing, and Rewarding Staff - Listen and Learn - Chapter 3. Marshalling a Century of Experience: Customizing Services for the Next Generation of Users - Abstract - An Institution Amidst Rapid Changes - Historical and Emerging Roles of the Libraries - Holistic Approach to Building a Service Culture - Knowing the Users and Striving for Continuous Quality Assurance - Nurturing a Customer-Centered Team - Strategic Application of User and Staff Surveys - Next Goal-All-Dimensional Experience - Chapter 4. Customer Service in a 24/7 Environment: The Exeter Experience - Abstract - Background - Why Rove? - Initial Training and Mobilization - Maintaining a Roving Culture - Roving and Communication - Recognition and Feedback - Ongoing Challenges and Developments - Chapter 5. Customer Service at Victoria University, St. Albans Campus Library - Abstract - Customer Service: What Does it Mean to Me? - Organizational Structure - VU Focus on Customer Service, Drivers, Etc. - Library Structure - Our Libraries - Library Focus: What Does Customer Service Mean to Us as a Service - St. Albans Campus Focus: What Does Customer Service Mean to Our Staff? - How Do We Recruit for Customer Service? - How Do We Train Staff? - Student Mentors: Rovers, Student Assistants, Research Ambassadors, and Writing Space Mentors - How Do We Know When We are Getting it Right? - What Have We Learnt So Far? - Future Considerations? - Chapter 6. Innovations in User Services at Sabanci University Information Center - Abstract - About Sabanci University - About the Information Center - Introduction - Rooms Booking System - Nothing Endures But Change. (Heraclitus, 540 -480 BC) (Fechete 2014) - Customer Satisfaction - Improving Ideas Comes with Erasmus - Standards - Problems with the Reservation System - Teamwork - Finally - Conclusion - Chapter 7. Library Services for Falmouth University and the University of Exeter, Penryn Campus: Listening to Our Customers in a Shared Services Environment - Abstract - Background and Context - Library Structure - Customer Care and Our Customers - Customer Consultation and Feedback - UCF LibQual Survey 2013 - Conclusion - Chapter 8. Where Next for the "Front Line? - Abstract - Bibliography - Index