Use your student network login to access Library resources. It is the same login you use for logging into blackboard and the computers.
Username: Student ID Number
Password: Your Password
Where do I find my Student ID number? Your Student ID Number appears on your Enrollment Form and Student ID Card. It either begins with 2 followed by 7 numbers (e.g. 20005743), or a letter of the alphabet followed by 6 numbers (e.g. J123456)
Customer Rules : The 39 essential rules for delivering sensational service (2013) by Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service.
Library Programs and Services by Covering every essential topic ranging from circulation and literacy instruction to reference and security, this benchmark text provides an up-to-date, broadly based view of library public service and its functions.
Delivering Effective Social Customer Service by Social Customer Service is new. Social Media is the biggestthing happening to the customer service industry since the mid1960s when modern day call centres were born. It is takingcustomers and organisations into untested ways of relating:transparently, collaboratively, instantly. The consequences ofgreat and poor service are forever changed. Customer appetite has promoted this form of interaction to thevery front of a race to understand.
The Librarian as Information Consultant by Murphy innovatively rethinks the philosophy behind current library reference services in this thought-provoking book, which * Rebrands reference librarianship on the model of a consulting business, providing a renewed vision of the reference desk by treating patrons as clients * Spells out the importance of the patron's voice, and details methods for building and maintaining relationships with patrons * Identifies the reference librarian's competitive advantage over Web search engines and shows how to capitalize on it Murphy adapts existing business practices and programs to the context of the library, allowing frontline staff and administrators in any type of reference department to monitor and continuously improve their library's services.
Building a Successful Customer-Service Culture by As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Customer Service in Libraries by In this book, nine librarians from across the country describe their libraries' best practices in this key area.
Foundations of Library Services by Trained library support staff is critical in assisting the user in locating and interpreting the resources available in libraries. To do so requires the knowledge and practice of library missions and roles in different types of libraries and the delivery of that information to an increasingly diverse clientele.
Creating the Customer-Driven Academic Library by In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer's point of view in focus at all times to help you to integrate technology to meet today's student and faculty needs.
Dealing with Difficult People in the Library by This text offers practical strategies for managing problems posed by patrons and other staff. It is a hands-on guide to solving problems through communication, preventive measures and clear and concise patron behaviour policies.
Serving Online Customers by Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. This book will help any library greatly enhance their online users' experience and help bring new users to the library.
Assessing Service Quality by This is a classic book which is brought up to date as the authors integrate the use of technology into the customer experience and offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals.
Crash Course in Dealing with Difficult Library Customers by Libraries are public places--open to anyone and everyone. This book contains invaluable, practical tips for library staff who sometimes must deal with difficult or even dangerous individuals and situations. * Presents practical, down-to-earth approaches based on the authors' many years of real-world experience that can be applied in any type of library environment * Provides advice about unpleasant situations in an accessible, non-threatening way that also injects an appropriate modicum of levity into a serious subject * Supplies essential tools for dealing with difficult patrons ranging from "the censor" to "the VIP" to dangerous, unstable individuals * Gives readers the knowledge they need to be prepared for handling potential problems, resulting in greater confidence and peace of mind at the workplace