Customer Care

Index

A

Aarhus Public Library, 223–6

ABTA, 121–2

achievement, 217–19

action

planning, 221–3

research, 195

active listening See listening

adaptive behaviour, 154–61

aggressive

behaviour, 154–61

customers, 130–2

airlines, 119–20

American Library Association, 29

apathetic behaviour, 154–61

assertiveness, 149–74

Association of Research Libraries, 186

Australian Business Excellence Framework, 194

Australian Quality Framework, 194

B

BBC2, 44–6

behaviour types, 154–61

Boat Inn, 21–2

body language See non-verbal communication

body postures, 62–4

Bournemouth University Library, 195

Boy Wonder, 46–7

broadband connection, 77–9

Burnaby Public Library, 190, 196

C

Canadian Library Association, 29, 51

Carroll, Dave, 119–20

challenging situations,