摘要
图书馆读者服务工作琐碎繁杂,服务工作中出现失误在所难免,服务补救是优质服务的重要组成部分。恰当、及时和准确地服务补救可以减弱读者的不满情绪,会给读者更深的印象,甚至可以变坏事为好事。
Reader services of libraries are complicated and tedious, and it is inevitable to have some errors in daily works. Service remedial is an important part of high-quality service. Proper, timely, and accurate service remedial can reduce readers＇ dissatisfaction, and even leave a positive rather than negative impression to readers.
关键词
图书馆
读者服务
服务失误
服务补救
Library
Reader service
Service error
Service remedial
