Part 1. Putting your best face forward. Your first steps can make a huge stride : the basics -- Tossing the ball back and forth : effective communication -- Jumping in with both feet : relationship building -- Part 2. Putting your customers first. Seeing eye to eye : face-to-face contacts -- Saying it with a smile : telephone contacts -- Keeping up with the times : online and social media customer service -- Giving when getting is not expected : self-service contacts -- Calming the storm : customer complaint contacts -- Part 3. Putting it all together. Hitting the ground running : ready, set, go -- Being the best you can be: the total package.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.