Resources available to help with your study
Find books from your reading list at Victoria Univeristy Library.
Albrecht, K 1992, The only thing that matters, Harper Business, California.
Chapman, J 2003, Help desk management in a week, 2nded., Hodder & Stoughton, London.
Dwyer, J 2012, The business communication handbook, 9th ed., Pearson Australia, French's Forest, N.S.W.
Eunson, B 1994, Communicating for team building, John Wiley & Sons, Brisbane.
Griffith, S 2007, Manage quality customer service. Software, Sydney.
Hernon, P & Whitman JR 2001, Delivering satisfaction and service quality: a customer-based approach for libraries, ALA, Chicago.
Leland, K & Bailey K 2001, Customer service for dummies, IDG Books Worldwide, Foster City, California
Martin, WB 1993, Quality customer service, 4th ed., Crisp, Menlo Park, California
Melling, M & Little, J (eds), 2002, Building a successful customer service culture: A guide for library and information managers, Facet Publishing, London.
Morgan, RL 1989, Calming upset customers. Menlo Park, Crisp, California.
National standards for Australian museums and galleries 2016
Overton, R 2002, Customer service, Martin Management, Sydney.
Peel, M 1987, Customer service, Kogan Page, London.
Rubin, R J 2011, Defusing the angry patron 2nded., Neal Schuman, New York.
Weaver, S 2007, Creating great customer service experiences: a guide for museums, parks, zoos, gardens and libraries. Left Coast Press, Walnut Creek, California.
Woodward, J 2004, Creating the customer-driven library: building on the bookstore model. ALA, chicago.
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