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Yes! on Demand

Yes! on Demand


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International Edition


About the Book

When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the yes model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community.

The book shows how techniques borrowed from successful retail models can be applied to every part of library service--from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of no into one of yes. Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate no through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.


About the Author:

Kathy L. Middleton, MLIS, is assistant director for public services at Sacramento Public Library, Sacramento, CA.


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Product Details
  • ISBN-13: 9781440848537
  • Publisher: Libraries Unlimited
  • Publisher Imprint: Libraries Unlimited
  • Height: 234 mm
  • No of Pages: 123
  • Series Title: English
  • Sub Title: How to Create Winning, Customized Library Service
  • Width: 152 mm
  • ISBN-10: 144084853X
  • Publisher Date: 21 Nov 2016
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Spine Width: 10 mm
  • Weight: 263 gr


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