The course introduces students to customer care services in library and information centre. It considers the customer service work environment, methods for successful customer relations. It discusses the fundamentals of customer care, communication skills, customer’s needs and requirements, relationships and complaints handling practice.
2. Course Objective
This course is designed to provide students with the skills required to convey and maintain a customer sensitive culture and promote the library and information centre image to customers. The course will provide the skills to enable a positive approach to be maintained towards librarians and customers leading to more effective working relationships and a higher level of customer satisfaction.
Upon successful completion of this course, the student should be able to:
i. Use the skills to maintain and promote the image of library and information centre to the customers
ii. Maintain a professional attitude even when handling difficult customers
iii. Apply the communication skills in handling customer enquiries
iv. Demonstrate mental alertness in recognizing and responding to an angry customer or other difficult situations.
v. Conduct customer service through different ways