Todaro, Julie, and Smith, Mark L Training library staff and volunteers to provide extraordinary customer service. New York: Neal-Schuman Publishers, 2006. 160p US$65.00 soft cover ISBN 155570560X (available from DA Information Services)

The authors' intention is to explore the content

and methods of library client service training and to offer a guide to introduce a new client service approach. This is achieved quite well, with a good balance between discussion and practical tools. The content covered is broad and places customer service training in context. Ten factors underlying good client service are identified in the first chapter. They are: environment; ergonomics; customer time use; customer profile data; the 'human condition'; body language and proxemics; staff and volunteer parameters; client feedback; positive communication; and practice (continuous learning). Two chapters are dedicated to assessing client needs and responding to feedback.

Material presented is relevant to all libraries, and this is successful as an approach through the bulk of the book. Occasionally, where each type is addressed specifically, the information tends to be introductory and hence of most interest to students rather than practising librarians. The book will be most valuable for those seeking an introduction to this field, but there is information of use to the more experienced practitioner. The profile of typical learners is interesting, and there is thorough attention paid to volunteers, as well as library staff, which will be helpful to those working in libraries with volunteers. At times good detail is offered, such as the ground rules on distributing data obtained from clients where we are reminded to strip negative personal comments from information made generally available to staff.

Continuous learning is espoused, and different learning approaches are discussed. Attention is given to writing scenarios on how to handle specific situations and using scripts to standardise service. One chapter is devoted to planning staff development days. One third of the book is dedicated to resource tools, and these are practical and supplement the prior contents well. Topics in the resources are: useful books and websites; reasonable expectations of adult behaviour; tables of factors important to success (building style, privacy, furniture, colours, decorations, noise, lighting, signage, and instructions) which are helpful in assessing your library; assessment tools for how well the library is dealing with changing client service demands: substantial information on using focus groups: client service response forms: client service incident feedback; and a reference list. There is also an index.

The writing style is consistently clear and easy to read. There are plenty of headings, subheadings, and bullet point lists where appropriate, making it quick to scan. This is a good introduction, setting client service training in context, and offering a base to take action without being overwhelmed by detail or complexity.

Julia Leong

University of New England