Customer service excellence II

Abstract

In last year’s workshop discussion centred on the problems in the communication chain between publishers and librarians and what could be done to eliminate them. One year on, the presenters will share the results of their latest survey on customer service – have we moved on, or are the issues still the same? In addition the workshop will develop the idea of Charter Mark as a way to improve quality. As more and more university libraries adopt Charter Mark, is it time for publishers and intermediaries to make performance standards publicly available? Can we agree on them and will this make the communication process even more effective