Includes bibliographical references and index. Disc contains forms and guides.
Contents:
Client satisfaction -- Take a walk in your client's shoes -- Client expectations -- What clients want to know -- "Veterinary clinic, please hold . . ." -- The waiting room dilemma -- A partnership with clients -- Client retention strategies -- Service recovery for loyal clients -- A shared vision -- Team satisfaction and teamwork -- Empowerment -- Continuing education; for the whole team -- Get others on board -- Quality is a moving target.
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.