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During and after the COVID-19 pandemic, customers expect and deserve the best service we can give them. Organizations that cannot adapt and innovate will continue to struggle to meet the needs of their users, communities, staff and stakeholders. Conversely, those organizations that can roll with the changes and prepare for the uncertain future ahead for their customers will reap the benefits of greater loyalty and support.


Changes in customers’ needs and desires continues to happen at an increasing speed. The pandemic has changed customer service expectations and delivery in our libraries and we have to be vigilant in knowing that what is effective today might not meet the needs of our users in the future.
This interactive and informative program will explore 10 customer service trends and predictions to help you and your organization prepare for the next wave of customer expectations to come.

Handout

Original broadcast June 24, 2021

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.