Picking up where Highsmith Award winning Assessing Service Quality left off, this new addition to the ALA "Service Quality" series will help you put what you've learned about the service expectations of your customers into action. Step-by-step, Delivering Satisfaction and Service Quality will show you how to implement a unique and effecive customer service plan that ensures the satisfaction and loyalty of your customers. Written by two experts, this cutting-edge resource will help you to: understand the expectations of your customers devise a customized plan that directly relates to customer needs use technology to ahieve 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. top.