Customer Service: How and When to Break the Rules

jump_over_the_fence_1280x1024Who gets which kind of service at your front counter? What if the rules interfere with great customer service? What if a new situation comes up that is not covered by The Book? And what if a new rule is causing havoc with customer relations, and you are the one who has to save the day: What is the right way to break the rules?

On December 2, well-known library consultant Pat Wagner will join us at the Eisley Branch Library of Lincoln City Libraries to address the topic of customer service. This is a four hour interactive workshop worth 4 CEs. The workshop starts with the issue of consistency in service standards regarding policies.

That portion is particularly about customer service and the downsides of telling staff to use their judgment, which can lead to prejudice. The workshop expands to other issues, such as tech services having to think outside the box and the relationship between employees, supervisors, and library customers. Pat has a model on breaking the rules for better customer service that we will work through.

Customer Service Workshop Schedule:

9:45 - 10:00Registration and Refreshments
10:00 - 10:05Welcome and Introductions
10:05 - 12:00Customer Service: Part I
12:00 - 12:55Lunch (provided)
1:00 - 3:00Customer Service: Part 2
3:00 - 3:10Finish evaluations

Please register for this workshop by filling out this form by November 29. This will give us an accurate count for meal orders and handouts, as well as help us set up the room to accommodate the correct number of people.

This activity is supported with funding from the State of Nebraska and from the Institute of Museum and Library Services under the provision of the Library Services and Technology Act as administered by the Nebraska Library Commission.

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