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Obstacles to Good Customer
Service In Libraries
Elaine Lasda Bergman
NYLA Annual Conference
November 7, 2015
elasdabergman...
CUSTOMER SERVICE TRAINING IN LIBRARIES
http://www.noyeslibraryfoundation.org/Images/librarian%201949.jpg
http://www.webjunction.org/events/webjunction/Customer_Focused_Library.html
http://www.ala.org/pla/onlinelearning/webinars/ondemand/customerservice
http://coloradovirtuallibrary.org/create/getting-started-library-customer-service
http://www.librarylearning.info/events/?eventID=17525
http://www.westchesterlibraryassociation.org/workshops/
CUSTOMER SERVICE POLICIES IN LIBRARIES
http://media-cache-ec0.pinimg.com/736x/25/bd/13/25bd13e83e4dd8d0647a6eeb10f6843a.jpg
http://blog.lib.umn.edu/biomdoc/access_services/2007/07/customer_service_skills_review.html
http://library.longwood.edu/about/policies/customer-service-guidelines/
http://jpl.coj.net/lib/customer-service-policy.html
http://www.mariannelenox.com/2009/12/top-ten-customer-service-skills-for.html
http://www.bklynlibrary.org/policy/customer-service
WHAT ARE SOME OBSTACLES
TO FOLLOWING GOOD CUSTOMER SERVICE RULES?
HOW DO WE OVERCOME THEM?
http://www.vintagenewsjunkie.co...
GREET EVERY CUSTOMER
http://cdn.meme.am/instances/25208378.jpg
RESPECT USERS
AND TREAT THEM ACCORDINGLY
BE APPROACHABLE AND INTERESTED
http://fashionexposedonline.files.wordpress.com/2014/04/fashion_poor_customer_service.png
THE CUSTOMER IS ALWAYS RIGHT
http://www.quickmeme.com/img/1f/1fd8582c
255ce2fc2c35274834da609fd33aa4c25997c8fd
e949d0b4d3d...
GO THE EXTRA MILE!
http://notalwaysright.com/close-at-8/33060
DETERMINE IF THE CUSTOMER IS SATISFIED
THANK YOU FOR COMING!
Elaine Lasda Bergman
University at Albany Libraries
elasdabergman@albany.edu
http://www.slideshare.n...
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Obstacles to Good Customer Service In Libraries

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2015 New York Library Association workshop. We all know what makes good customer service, so why aren't we doing those things?

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Obstacles to Good Customer Service In Libraries

  1. 1. Obstacles to Good Customer Service In Libraries Elaine Lasda Bergman NYLA Annual Conference November 7, 2015 elasdabergman@albany.edu @ElaineLibrarian
  2. 2. CUSTOMER SERVICE TRAINING IN LIBRARIES http://www.noyeslibraryfoundation.org/Images/librarian%201949.jpg
  3. 3. http://www.webjunction.org/events/webjunction/Customer_Focused_Library.html
  4. 4. http://www.ala.org/pla/onlinelearning/webinars/ondemand/customerservice
  5. 5. http://coloradovirtuallibrary.org/create/getting-started-library-customer-service
  6. 6. http://www.librarylearning.info/events/?eventID=17525
  7. 7. http://www.westchesterlibraryassociation.org/workshops/
  8. 8. CUSTOMER SERVICE POLICIES IN LIBRARIES http://media-cache-ec0.pinimg.com/736x/25/bd/13/25bd13e83e4dd8d0647a6eeb10f6843a.jpg
  9. 9. http://blog.lib.umn.edu/biomdoc/access_services/2007/07/customer_service_skills_review.html
  10. 10. http://library.longwood.edu/about/policies/customer-service-guidelines/
  11. 11. http://jpl.coj.net/lib/customer-service-policy.html
  12. 12. http://www.mariannelenox.com/2009/12/top-ten-customer-service-skills-for.html
  13. 13. http://www.bklynlibrary.org/policy/customer-service
  14. 14. WHAT ARE SOME OBSTACLES TO FOLLOWING GOOD CUSTOMER SERVICE RULES? HOW DO WE OVERCOME THEM? http://www.vintagenewsjunkie.com/wp-content/uploads/2014/01/jump-high-vintage-photo.jpg
  15. 15. GREET EVERY CUSTOMER http://cdn.meme.am/instances/25208378.jpg
  16. 16. RESPECT USERS AND TREAT THEM ACCORDINGLY
  17. 17. BE APPROACHABLE AND INTERESTED http://fashionexposedonline.files.wordpress.com/2014/04/fashion_poor_customer_service.png
  18. 18. THE CUSTOMER IS ALWAYS RIGHT http://www.quickmeme.com/img/1f/1fd8582c 255ce2fc2c35274834da609fd33aa4c25997c8fd e949d0b4d3db5484.jpg http://www.quickmeme.com/img/1f/1fd8582c255ce2fc2c35274834da609fd33aa4c25997c8fde949d0b4d3db5484.jpg
  19. 19. GO THE EXTRA MILE! http://notalwaysright.com/close-at-8/33060
  20. 20. DETERMINE IF THE CUSTOMER IS SATISFIED
  21. 21. THANK YOU FOR COMING! Elaine Lasda Bergman University at Albany Libraries elasdabergman@albany.edu http://www.slideshare.net/librarian68/

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