Northeast Ohio Regional Library System - Event Information
Creating Standards for Successful Customer Service (For Frontline Staff)
One of the most difficult issues for frontline library staff to navigate is the balance between personalized service, which can devolve into special favors for well-liked customers, and even-handed consistency, which can become volumes of rigid rules. The key is to establish guidelines for how you treat all library users, regardless of who they are. The welcome for everyone, services that anyone can use, and common courtesy are standards that you can apply to every library visitor, including strangers, difficult customers, and people who are different from you.
Topics include examples of written standards, the importance of strategic planning and job descriptions that support customer services, and why consistency and civility can solve many customer behavioral issues.
Improve customer service with consistency, fair treatment, and access for all
Determine if staff are making exceptions for friends, family, and otherwise favored customers
Create a draft of a written set of standards for your library, to test and review
Pat Wagner is a trainer and consultant with 40 years of experience working for libraries, universities, local government, non-profits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.