Front Cover -- Customer Service in Academic Libraries -- Copyright Page -- Contents -- List of Figures -- List of Abbreviations -- About the Editor -- About the Contributors -- Acknowledgments -- Introduction -- 1. "Customer Service"-What's the Big Deal? -- What's in a Name? -- Thinking Like a Customer -- Mapping Your Customer's Experience -- Customer Service Standards -- Building Customer Relationships -- 2. Staffing the Front Line -- Recruiting, Developing, and Rewarding Staff -- Listen and Learn -- 3. Marshalling a Century of Experience: Customizing Services for the Next Generation of Users -- An Institution Amidst Rapid Changes -- Historical and Emerging Roles of the Libraries -- Holistic Approach to Building a Service Culture -- Knowing the Users and Striving for Continuous Quality Assurance -- Nurturing a Customer-Centered Team -- Strategic Application of User and Staff Surveys -- Next Goal-All-Dimensional Experience -- 4. Customer Service in a 24/7 Environment: The Exeter Experience -- Background -- Why Rove? -- Initial Training and Mobilization -- Maintaining a Roving Culture -- Roving and Communication -- Recognition and Feedback -- Ongoing Challenges and Developments -- 5. Customer Service at Victoria University, St. Albans Campus Library -- Customer Service: What Does it Mean to Me? -- The Feel Good Factor Really Does Count -- Organizational Structure -- VU Focus on Customer Service, Drivers, Etc. -- Library Structure -- Our Libraries -- Footscray Park -- St. Albans -- Footscray Nicholson -- City Flinders -- City Queen -- Werribee -- Sunshine -- Library Focus: What Does Customer Service Mean to Us as a Service -- St. Albans Campus Focus: What Does Customer Service Mean to Our Staff? -- How Do We Recruit for Customer Service? -- How Do We Train Staff?.

Student Mentors: Rovers, Student Assistants, Research Ambassadors, and Writing Space Mentors -- How Do We Know When We are Getting it Right? -- What Have We Learnt So Far? -- Future Considerations? -- 6. Innovations in User Services at Sabancı University Information Center -- About Sabancı University -- About the Information Center -- Introduction -- Rooms Booking System -- Nothing endures but change. (Heraclitus, 540 -480 BC) (Fechete 2014) -- Customer Satisfaction -- Improving Ideas Comes with Erasmus -- Standards -- Problems with the Reservation System -- Teamwork -- Finally -- Conclusion -- 7. Library Services for Falmouth University and the University of Exeter, Penryn Campus: Listening to Our Customers in a Sha ... -- Background and Context -- Library Structure -- Customer Care and Our Customers -- Customer Consultation and Feedback -- User Feedback in a Shared Services Environment -- Student Union-The FXU -- Partnerships with Students -- Formal Feedback -- Informal Feedback -- LibQual -- UCF LibQual Survey 2013 -- Undergraduate Summary of Core and Local Questions -- Postgraduate Summary of Core and Local Questions -- Local Questions -- Academic Staff Summary of Core and Local Questions -- Local Questions -- Conclusion -- 8. Where Next for the "Front Line"? -- Bibliography -- Index -- Back Cover.