Who 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. Continue reading →