"Learn the secrets of providing outstanding customer service to all your customers with this training program. General principles of providing outstanding customer service are explained and applied to the library setting. In addition the program looks at how the Columbus (OH) Metropolitan Library and the West Palm Beach (FL) Public Library used customer service strategies to transform their libraries"--Container.

Other items covered in this program: E-mail etiquette -- Online chat customer service strategies -- Helping customers and staff cope with changing technology -- The importance of the internal customer -- Using customer service techniques to remain a vital part of your community.