In this ever changing world, customers are more and more taking advantage of available technology to communicate with library staff. E-mail and virtual services like AskUsNow! have joined the more traditional options of in-person or telephone interaction. One thing that doesn’t change, however, is the expectation, opportunity and obligation for staff to provide outstanding customer service regardless of the medium. Julie Strange shares proven techniques for providing outstanding customer service in the electronic age. Participants will be able to identify at least three factors that define excellent customer service no matter what the medium and name at least four key parts of an outstanding e-mail reference interaction/response.
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