Why Curbside Pick Up at Your Library Isn’t Safe

Libraries are essential. Libraries are a cornerstone of community health and wellness, whether that community is the general public, a school, or a campus. We want to help. That’s our jam. It’s what we do. We help. Right now, the most important thing any library can do to help is to flatten the curve. There are now only two groups of Americans. Group A includes … Continue reading Why Curbside Pick Up at Your Library Isn’t Safe

Managers – The Message You’re Sending About Time is Affecting Customer Service

The choice you need to make is will it affect it in a good way or a bad way? We are all busy. My to-do list is so long at this point I keep a master running list and a small list just for today, because looking at the long list inspires panic. As individuals, managers and organizations it can be easy to keep adding … Continue reading Managers – The Message You’re Sending About Time is Affecting Customer Service

Emotional Customer Service for Library Professionals – Andrew Sanderbeck

Notes from sessions at the 2009 COMO conference in Columbus GA Emotional Customer Service Change exercise – identity crisis, exchange name tags & three facts keep passing along like telephone How can we use in workplace? Where is quality control in info exchange? Importance of communication Patrons come to lib for more than just books, dvds and info and internet access they call come to … Continue reading Emotional Customer Service for Library Professionals – Andrew Sanderbeck

There is something to be said for brand loyalty

I don’t normally blog about customer service issues (although I have been known to tweet complaints) but I feel like I should blog this, in part because I am not so angry I can’t see straight, which is usually a hint for me that blogging is not a wise decision and because its about brand loyalty which in light of returning my iPhone I am … Continue reading There is something to be said for brand loyalty