Customer service expectations across industries are changing rapidly – and that trickles into libraries at the very same moment many are contending with reduced staffing and funding levels. But good service equates to more than just smooth transactions and satisfied customers. It helps build support and advances the relationship between the library and the community it serves. This comprehensive overview will review customer expectations and how they are changing; provide the essential skills for managing the customer interaction in-person, over the phone, and online; leverage front-line staff to inform user experience and improvement; and make the connection between good service and lasting support and advocacy.
Scheduled Dates
There are currently no scheduled dates. Request this course.
Learning objectives for this session may include:
- Understand the relationship between customer expectations and customer satisfaction
- Implement customer service best practices adaptable to different service environments
- Examine the connection between customer service experience and advocacy across the community or campus
Topic Area
Management & Leadership
Contact
learning@amigos.org
Session Duration
This course consists of one 2-hour session.
Contact Hours
2
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Prior to joining Amigos Library Services in 2020, Miguel served as director of the American Library Association's Center for the Future of Libraries; director of member programs at the American Theological Library Association; and director of the American Library Association's Office for Diversity & Spectrum Scholarship Program and Office for Literacy and Outreach Services. He has held positions with New York University Medical Center's Ehrman Medical Library and Neal-Schuman Publishers. Miguel is a graduate of the University of Arizona’s Knowledge River Program, an initiative that examines library issues from Hispanic and Native American perspectives.
Prior to joining Amigos Library Services in 2020, Miguel served as director of the American Library Association's Center for the Future of Libraries; director of member programs at the American Theological Library Association; and director of the American Library Association's Office for Diversity & Spectrum Scholarship Program and Office for Literacy and Outreach Services. He has held positions with New York University Medical Center's Ehrman Medical Library and Neal-Schuman Publishers. Miguel is a graduate of the University of Arizona’s Knowledge River Program, an initiative that examines library issues from Hispanic and Native American perspectives.