Delivering Excellent Customer Service

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"What you can become
is the miracle you were born to be
through the work you do."
Kurt Vonnegut

To start With...

• Delivering Excellent Customer Service [OCLC]
• 088202S3 - Fundamentals of Customer Service
• Enoch Pratt Free Library
• NIH Library

Customer Service Resources

• LIBRARY 2.0 MEANS BETTER SERVICE
• Americans for Libraries Council
  • Worth Their Weight    [PDF]
• Talking about Customer Service
• Customer service [Wikipedia]
• Customer service training for public libraries from Houston Area Library System
• 20 points on excellent library customer service
• 10 Commandments of Customer Service
• 10 Steps to Improved Service
• Top Ten Tips for Outstanding Customer Service
• The 8 Management Principles of NORDSTROM
• 8 Critical Steps to Establish a Customer Service Culture
• 8 Rules For Good Customer Service
• Seven Steps To Customer Heaven
• Customer Satisfaction in 7 Steps
• The 7 Secrets Of Wow! Customer Service
• Seven steps to remarkable customer service
• Customer Relationship Management: 6 steps from Customer Service
• 6 Steps to Great Customer Service
• 5 reasons why "The Customer Is Always Right"; is wrong
• 4 Steps to Spectacular Customer Service
• The Determinants of Delight
• The Art of Customer Service 
  • Part II
• Customer Service Excellence: Shannon Coughlin
• Sweat the Small Stuff for Great Customer Service
• Customer Service Manager.com,  Resource for Customer Service Professionals
• The Public Library Helper: Customer Service
• The Basics of Service
• Customer Service or Customer Servant
• Customer Promise Brochure   [PDF]
• The Customer-Centered Library: How to stop tweaking and start doing it with new steps for 2007

Customer Service Policies

• Standards of Library Customer Service : Davenport Public Library
• J. V. FLETCHER LIBRARY CUSTOMER SERVICES POLICY
• Policies - Mattapoisett FPL
• Hingham Public Library - Customer Service Policies   [PDF]
• Customer Service Policy - Billerica Public Library [MA]
• NEWBURYPORT PUBLIC LIBRARY CUSTOMER SERVICE POLICY
• Lawrence KS Public Library: Policies- Mission and Values
• Broward County Library Customer Service Improvement Plan 2005-2009   [PDF]
• Fondren Library of Rice University: Customer Service Statement
• Duke University Medical Center Library Online - Customer Service Standards
• Brooklyn Public Library Customer Service Policy
• National Agricultural Library: Customer Service Statement
• State Library of Tasmania : Customer Service Charter

Phone / email

• gethuman 500 database
• Telephone Etiquette Guide
• Phone Etiquette
• Electronic Mail Etiquette
• Harness E-Mail: E-Mail Etiquette
• E-mail Etiquette (Netiquette)
• The mad customer always rings twice
• 7 Steps to Service Recovery     By Nancy Friedman, Telephone Doctor

Upset / Abusive Customers

• 60-Second Guide to Managing Upset Customers
• Handling Upset Customers
• Dealing with Abusive Customers
• Calm an Abusive Customer
• How To Deal With Upset Customers

Some Images

• Parody Motivator Generator
• Delightful or Awful Customer Service?
• Face to Face
• WHAT!!!
• MORE WHAT!!!
• Volcanic Explosion resulting in "venting"
• Customer Service: A Empty Promise
• WorkingDaze Customer Service 
• Grouchy...?