Customer Care provides a detailed course suitable for delivery to library staff at all levels. It can be used as a stand-alone reference work for customer care processes and procedures or, alternatively, it can be used by library staff to tailor a customer care course to suit the requirements and training needs of their own staff. - Dual use – reference work and/or training manual - Potential as a text book - Applicable to a wider context than LIS – could be used for a whole HEI institutional approach to customer care or in local authorities/public services