2009-02-26-All-Staff-Customer-Service

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2009-02-26-All-Staff-Customer-Service

  1. 1. Customer Service … … a crucial piece of the puzzle
  2. 2. We know what customer service is … <ul><li>Communication </li></ul><ul><li>Establishing relationships with patrons </li></ul><ul><li>Providing and delivering services our patrons need and want </li></ul>
  3. 3. … how can we make it better? <ul><li>What about our co-workers as customers? </li></ul><ul><li>We meet our patrons’ needs where we are – how do we re-allocate time and resources to seek them where they are? </li></ul><ul><li>How do we continue to identify the services and features they want and need? </li></ul>
  4. 4. Customer service is a process of continual learning, development and support <ul><li>Identifying and communicating ways to stay relevant for our patrons </li></ul><ul><li>Encountering and developing relationships with new patrons </li></ul><ul><li>Establishing and maintaining relationships with our co-workers </li></ul>
  5. 5. Strategic Planning Workgroup <ul><li>Will address what customer service should look like, now and in the future </li></ul><ul><ul><li>Develop a plan to further enhance customer relations </li></ul></ul><ul><ul><li>Identify how we measure our own development with customer service </li></ul></ul><ul><ul><li>Identify how we continue to evolve online services to engage with patrons virtually </li></ul></ul>

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