化干戈为玉帛——如何有效处理读者投诉

How to Handle the Complaints from Readers Effectively

读者投诉是图书馆服务工作中的常见问题。文章以作者单位为例,在对引起投诉的原因进行分析的基础上,重点讨论了如何正确认识投诉、有效处理和减少投诉的方法和途径。

The complaints from readers are familiar problems in the library services. This article discusses how to know correctly the complaints , method and way to handle and to reduce the complaints effectively on the base of the analysis on the cause of the complaints from readers , for example, in author＇s unit.