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Article: Customer service planning is essential to developing info center procedures: your staff needs to know how to work with clients--and your clients need to know what to expect.(INFO BUSINESS)
- Article from:
- Information Outlook
- Article date:
- June 1, 2007
- Author:
CopyrightCOPYRIGHT 2007 Special Libraries Association. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Customer service underlies everything we do in the special library, from how we structure ourselves to the methods we employ to make information readily available to our users, and more. Much of the customer service foundation is implicit in the work itself. We wouldn't do it if we didn't have customers, and we need to have satisfied customers to sustain and develop our library or information center. Creating an explicit customer service plan gives us the opportunity to evaluate what we do, why, and how--and to help us improve customer service, overall.
A lot of our work falls into the "because we've always done it this way" category. We provide a service or we ...