Superior Customer Service@ the Library: Refreshed, Renewed and Restored

Abstract

Let’s get radical about Customer Service at the Library. “When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.” Experience a renewal of ideas, and a refreshingly radical approach that will restore life back into the humdrum of everyday service. This session is for Library staff who interact with the public every day. Each participant will leave with practical and easy to implement ideas that offer results in the quality of the "Patron Experience." Participants will watch short video clips that are re-enactments of actual interactions between staff and customers. Furthermore, customer service is not only for the patron but also for the library staff. Providing intentional excellent internal customer care will provide a trickle-down effect and result in superb care for the library patron.