Customer Service for 21st Century Libraries
Presentation and discussion about the rationale for a shift to a customer-driven service model in the library profession, the four primary principles of our customer service model, and a variety of implementation issues. Topics include:
- 21st-century trends
- Leading an organization through change
- Staff training and cross-training
- Developing flexibility and risk-taking
- Redefining customer service
- How to ensure that every staff member serves youth
- Make every staff member a teacher
- Continuous improvement strategies
- Discussion about how this model could work best at your site
