Customer Service Essentials

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.