This 2-hour webinar was recorded on January 8, 2015.
Library customer service training often focuses on the "problem patron" rather than all of customer service. Disruptive patrons make up only a small portion of the customers served. Creating a holistic customer service culture that serves all of your customers, including staff and other businesses, is key to successful customer service.
Topics to be covered:
- What is customer service, really?
- What the concept of customer service encompasses and how you can weave it into everything you do.
- How labeling and creating policy and procedure around disruptive patrons sells the rest of your customers short and helps create the so-called "problem patron".
- “The customer is always right” is wrong.
- What to do when you really do mess up. Customer service doesn't always mean having to say you are sorry.
- Looking at the whole organization and staff as customers.
Presented by: Melissa Powell
To access the recording:
After you register for this course, you will receive an email entitled "Course Link for Customer Service: Changing the Focus" containing the course link and handouts, if any.