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Listening to the customer [Texte imprimé] / Peter Hernon and Joseph R. Matthews

LivresAuteur principal: Hernon, Peter, 1944-...., AuteurCo-auteur: Matthews, Joseph Ronald, 1942-...., AuteurLangue: anglais.Éditeur : Santa Barbara, Calif : Libraries Unlimited, cop. 2011Description : 1 vol. (XIII-201 p.) : ill. ; 26 cmISBN: 978-1-598-84799-4; 1-598-84799-6.Sujet - Nom commun: 027221245 -- États-Unis 027791513Voir dans le SUDOC
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Item type Current library Collection Shelving location Call number Status Date due Barcode Item holds
Prêt normal Enssib Papier Pôle Les bibliothèques 025.5 PUB h (Browse shelf(Opens below)) Available 852531F
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Bibliogr. p. 181-192. Index

Listening to and valuing customer comments Obtaining staff buy-in Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data Methodologies (unstructured and solicited approaches) and the presentation of data collected Methodologies (structured but not always solicited approaches) and analyzing study findings Methodologies (unstructured and unsolicited approaches) I was once lost but now ? Analyzing and using the customer's voice to improve service ; Communication ; Valuing library customers.

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