【摘要】 用户投诉是每一个图书馆都会遇到的问题,它是读者对图书馆某种管理模式或服务方式表达不满意的信息反馈。用户投诉的原因包括图书馆服务质量、图书馆管理制度、用户本身的原因。处理用户投诉的具体方法包括认真倾听、回访、服务补救以及服务跟踪等。基于投诉管理的防御性策略包括:拓展用户投诉渠道、建立投诉信息管理系统、重视馆员培训和激励、建立投诉预防体系、加强用户培训。更多还原

【Abstract】 Users’ complaint is a frequent encountered problem in every library, and it is an information feedback that the readers aren’ t satisfied with the library management or services. The author puts forward a number of specific methods for users’ complaints, for example, listening carefully, paying a return visit, service redress and service tracking, and works out the defensive strategies based on the users’ analysis of the complaints causes. The defensive strategies are developing users’ complaints channel, establishing complaints information management system, concentrating on librarian training and the encouragement, establishing complaints defensive system, strengthening user training.更多还原