Being Customer Focused: New and Emerging Trends in Customer Service

Wednesday, March 21, 2012
Start Time:
Pacific – 12 PM, Mountain – 1 PM, Central – 2 PM, Eastern – 3 PM
Presenter: Gretel Stock-Kupperman

What is the use of a library if nobody comes? Or worse, what if they come but don’t come back?

Libraries offer a compelling set of resources and services to meet the needs of their communities. But old service models often focus on the needs of the library first, and the user second.

Retail establishments such as bookstores, coffee shops, information services, computing services, and purveyors of e-readers are all encroaching on the library’s core user base by replicating services traditionally associated with libraries. They really know what they’re doing, and we can, too!

Consumer research has shown repeatedly that understanding user needs and cultivating good customer relationships is key to the success of the modern organization. Creating a customer-focused library enables staff to know their users and meet their needs. A customer-focused library means more users, engaged staff, and a satisfying relationship with your community.

This one-hour webinar will present exciting success stories of customer-focused libraries, and will give participants strategies to shift their own libraries to a customer focus. At the end of the presentation, participants will:

  • Understand the changing customer service milieu in which libraries operate.
  • Be aware of tools and techniques to understand customer needs.
  • Learn scalable strategies for empowering customers to serve themselves and staff to give strong service.
  • Have a checklist to analyze their own organizations as well as best practices to get the process started.

This webinar will be of interest to staff in all types of libraries, especially front-desk staff.

Webinars are free of charge and registration is only done on the day of the event on the WebEx server. No passwords are required.

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