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Enroll in LJA Course: Evaluating Service Quality and Patron Satisfaction

  • 1.  Enroll in LJA Course: Evaluating Service Quality and Patron Satisfaction

    Posted Dec 20, 2021 11:30 AM

    Hi all,

    Here is a course through Library Juice Academy that might be of interest. Apologies for cross-posting. 

    Evaluating Service Quality and Patron Satisfaction

    Dates: January 3 - January 30
    Instructor: Jennifer Sweeney
    Credits: 1.5 CEUs or 15 PDHs
    Price: $200.00

    How well do your front line staff serve your clientele? Your reputation for great service is critical for growing support for your organization. This four-week, online course teaches participants about understanding, measuring, and improving service quality from the ground up. Participants from all types of libraries will benefit from articles, visual examples, hands-on exercises, online resources, and discussion. Participants will discover how to pinpoint service quality issues and how to correct typical problems.


    At the end of this course, participants will be able to:

    • Define service quality and client satisfaction in libraries
    • Measure service quality three different ways
    • Analyze data to pinpoint service problems
    • Use data to improve service quality

    Required text: Peter Hernon, Ellen Altman, Robert E. Dugan. (2015). Assessing Service Quality: Satisfying the Expectations of LIbrary Customers. 3rd edition. Chicago: ALA Editions. ISBN: 978-0-8389-1308-6 (paper). PDF, ePub and Kindle editions also available.


    For a list of all of the courses being offered next month, please go to: 

    https://libraryjuiceacademy.com/all-courses/


    Library Juice Academy
    P.O. Box 188784
    Sacramento, CA 95818
    Tel. (916) 905-0291
    Fax (916) 415-5446
    inquiries@libraryjuiceacademy.com
    https://libraryjuiceacademy.com/

    Testimonials:
    https://libraryjuiceacademy.com/testimonials/

    Follow us on Twitter! https://twitter.com/libjuiceacademy



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    Ariana Varela
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