Libraries are changing. Library customers have greater needs and expectations, while reductions in funding continue to be an issue. Educating people about the benefits of libraries and advocating for their continued support is essential. A critical component of advocacy is very well articulated by Peter Bromberg the Executive Director of the Salt Lake City Public Library: “While customer service may not equal advocacy, I’d argue that it is certainly part of the foundation upon which advocacy is built. Good luck doing advocacy if you give crap service to your customers!” With this in mind, improving customer service has clearly become more important than ever.
This program is ideally suited for librarians and library staff.
We will customize this program or coaching session to address your wants and needs.
Choose Laurie for training sessions that will turn your customers into raving fans who want to come back to your library over and over again. Learning to interact with people from the mindset of meeting their wants, needs and expectations, will make a powerful positive impression. Programs can be tailored to suit your library’s specific needs, and can be delivered as breakout sessions or in-house training.
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