Dealing with Difficult People...
American Library Association
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Introduction to Library...
Thomas L Carter,
G Edward Evans
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Serving the Difficult Customer
Kitty Smith
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Defusing the Angry Patron
Rhea Joyce Rubin
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Interlibrary Loan Sharks and...
Benita L Epstein,
GraceAnne A DeCandido (Foreword by)
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The Right to Information:...
Jana Varlejs
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Customer Service Excellence:...
Darlene E Weingand
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Assessing Service Quality:...
American Library Association
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The Library and Its Users:...
John Budd
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Reference Services and...
Linda S Katz
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Introduction to Library...
G Edward Evans
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People Come First: User...
Dale S Montanelli,
Patricia Stenstrom
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When they turn to us :...
Free Library of Philadelphia,
Eleanor Jo Rodger
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Introduction to Library...
Anthony J Amodeo,
Thomas L Carter
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Knowing Where to Look: The...
Lois Horowitz
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Booktalk! 2: Booktalking for...
Joni Bodart
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Booktalk! 3: More Booktalks...
Joni Bodart-Talbot
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Educating the Library User
John Lubans
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Libraries and Cultural Change
Ronald C Benge
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Customer Service: A How-To-Do...
Suzanne Walters
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Libraries: Global Reach-Local...
Kathleen De La Peena McCook,
Kate Lippincott
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Putting Service Into Library...
American Library Association
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Peoplework, Communications...
Judith W. Powell,
Robert B. LeLieuvre
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Book Discussions for Adults:...
Ted Balcom
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