Document (#20498)

Author
Rawlinson, S.
Title
Key skills and behaviours for information services
Source
Managing information. 5(1998) no.4, S.31-32
Year
1998
Abstract
The aim of good customer care practice in the context of enquiry work is for customers to get the help they want and for it to be given in such a way that they feel comfortable about the process. Considers the nature of the ideal enquiry process and argues that analysis of the interpersonal aspects of this process provides a valuable basis for delivering principles of good customer care practice
Footnote
Contribution to a section devoted to customer care
Theme
Informationsdienstleistungen

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