Delivering satisfaction and service quality

de Hernon, Peter., Peter Hernon, John R. Whitman

"Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effective customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this resource will help you to understand the expectations of your customers; devise a customized plan that directly relates to customer needs; and use technology to achieve your goals, analyze your data, and present your results." "In a time when information needs are changing every day, Delivering Satisfaction and Service Quality offers practical and proven strategies for building long-term loyalty to the library."--Jacket.