Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System
Raising the Bar! Tools for Continuous Improvement with Your Customer Service Team
Management thinker Peter Drucker said “what gets measured gets managed”. How do you measure success(es) with your customer service team? And how do you manage your team to build upon those successes to raise the bar to achieve more?
Continuous improvement is one approach to consider. But what is it?
Continuous improvement is a dedication to making small changes and improvements every day, with the expectation that those small improvements will add up to something significant.
In this interactive and informative webinar, we will look at the three step approach to using continuous improvement to raise the bar for your customer service team and discuss how you can immediately apply each step in your department and organization.
Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.
He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.