Customer service in IIM Lucknow Library

Abstract

Information is user-driven, its quality and timely availability significantly contributes in affectivity and efficiency of decision-making process. Successful libraries and information services have demonstrated the real value of customer service. Therefore, a strong customer services programme in library and information centers brings out quality service for their clienteles resulting into increased customer base. Customer service underlines everything done in the library, from structuring, process to the methods employed to make information available to users. An explicit customer service plan gives an opportunity to evaluate the service, design, delivery and outcomes. The effective customer service establishes sustainable communication between the library and the users which ultimately helps in creating customer loyalty and long-term relationships.