Kriel, Hilda A.J.University of Pretoria. Dept. of Library Services2010-10-052010-10-0520102010-10-05http://hdl.handle.net/2263/1496615 slidesPdfenUniversity of PretoriaClient servicesCustomer servicesAcademic libraries -- Customer servicesTotal quality management in human servicesEmployees -- Rating ofClient service: your client will decidePresentation