Changing Models of Customer Service (Free webinar)

Changing Models of Customer Service (Free webinar)

This is a free webinar from the Utah State Library.

Customer service in libraries is transforming, from fixed hours with a physical location to 24 hour virtual services, from waiting in line at a service desk to having the library employee find the lost customer in the stacks, from being a repository for books to a distribution center for information in all types of format, and from being a place where entertainment and education is about reading to a site that hosts events and offers hands-on learning. Learn about trends that are impacting even the smallest libraries in more traditional communities.

Agenda

What is Changing, and Why?
Empathy: How We Treat People
A New Rulebook: Questioning Standard Policies
The Physical Environment: Moveable Walls
New Services: Library Surprises
Technology and the Library Without Walls
First Steps

Outcomes

Create new strategic goals to ensure your library stays relevant to community and institutional needs.
Avoid some common mistakes when initiating changes in customer service policies.
Research the customer service successes and failures of other libraries of similar size around the United States

For more details and to register, visit https://www.eventbrite.com/e/changing-models-of-customer-service-tickets-35174906091?ref=ebapi

Date:
Tuesday, July 18, 2017
Time:
12:00pm - 1:00pm
Location:
Online - at your computer
Categories:
Other Webinar

To register for a DLD workshop or webinar, you must be a current staff member, Friend, or Board Member/Trustee of a library in CT. If you are an unemployed librarian in CT, please contact Steve Cauffman (stephen.cauffman@ct.gov  or 860-704-2223) to register.

Cancellation Policy

If you cannot attend a workshop you have registered for, please remember to cancel at least 3 days in advance so we can give your spot to someone else. You can cancel via the link in your confirmation email, or by contacting Steve Cauffman stephen.cauffman@ct.gov | (860) 704-2223.

Those who miss (without cancelling) 3 events within a 6-month period will be placed on the waiting list when registering for future events. Be sure to sign in when you arrive for any workshop.

Inclement Weather Policy

For all in-person workshops offered by the CT State Library, Division of Library Development:

If the public schools in the town where the workshop is to be held close due to weather, the workshop will be canceled. If the schools have a delay, the workshop will go on as scheduled.

For the most up-to-date information, call us at 860-704-2200.

IMLS logo
Continuing Education workshops and the professional development collection are funded in part by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered by the Connecticut State Library.