摘要
读者服务工作是图书馆工作的核心。通过读者投诉,图书馆可以更加了解读者的需求,更好地为读者服务。浙江图书馆读者投诉的内容主要有服务态度、服务措施、服务环境、读者的误解等问题。针对这些方面的投诉,浙江图书馆采取设立方便的投诉渠道、快速高效地解决投诉及采用各种处理原则等措施有效解决读者投诉,提升读者满意度。
Readers＇ service is the core of the library work. Through readers＇ complaints, the library can better understand the needs of readers, and better serve readers. The readers＇ complaints of Zhejiang Library mainly include service attitude, service measures, service environment, and misunderstanding of readers and so on. Against these aspects of the complaint, Zhejiang Library puts forward detailed methods to handle them, including setting up a convenient channel for complaints, resolving complaints quickly and efficiently, and adopting various handling principles. All of these could effectively resolve the readers＇ complaints and enhance the readers＇ satisfaction.
出处
《图书馆建设》
CSSCI
北大核心
2008年第5期13-14,22,共3页
Library Development
关键词
读者投诉
读者服务
浙江图书馆
Readers＇ complaint
Reader service
Zhejiang Library
