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Towards Sustainability: Introducing Customer Care Representative Practices in Special Libraries of the 21st Century
Abstract
Customer satisfaction is the central focus of typical library and information services and operations. The chapter examines the extent to which CC services assumed reliable strategies for proactive 21st-century librarians in making their services relevant and impactful towards the satisfaction of the information needs of their customers (clientele). It also made an effort to discover the significance of the customer care (CC) in the special library with respect to its application in boosting absolute customer satisfaction. Recommendations made at the end of the study emphasize the adoption of customer care practices and principles by 21st century librarians towards better customer service delivery among other benefits.
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