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
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
We’ve all seen warnings and stories about people getting fired from their jobs because of status updates or photos on social medial sites like Twitter, Facebook and blogs. CNN is has a new one with some social networking don’ts 1. Don’t announce interviews, raises or new jobs 2. Don’t badmouth your current or previous employer 3. Don’t mention your job search if you’re still employed … Continue reading How social media can hurt your library
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
I presented this scenario to groups of librarians all over Minnesota in April You’re sitting at the reference desk and as someone approaches the desk the phone begins to ring and an instant messaging window pops open, who do you help first? I heard a lot of answers it depends on how the person in front of you looks answer the phone ask them to … Continue reading Who do you help first?
I noticed this little message at the top of my Gmail account tonight “Share your Gmail story” I use a lot of Gmail and Google tools so I clicked on the link to see what what up and got this screen. Seriously how great is this idea? Tell us how great we are and post the video on YouTube for everyone to see! I am … Continue reading Tell Us How Great We Are