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Customer Service in a Digital World

Customer Service in a Digital World

As our primary contact points with many users continue to move to the digital world, how do we deliver quality service in an online environment? During this session, we will look at customer service online. We will explore: Customer Service tips for online reference...

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Delivering the Black-Tie Patron Experience

Delivering the Black-Tie Patron Experience

There is a “missing link” in organizations today. This link is the difference between just delivering “customer service” and wanting to deliver “Customer Experience”. This seminar will focus on giving your attendees the tools to use The Power of Hospitality to create...

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Customer Service AMA (Ask Me Anything)

Customer Service AMA (Ask Me Anything)

  Do you find interactions with customers to be one of the bigger challenges and delights of working in your library? Customer behaviors run the scale from pleasant to neutral to well, outrageously bad. And for the people working in customer service and those...

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No, The Customer Isn’t Always Right

No, The Customer Isn’t Always Right

  Anyone who has ever served a customer has been told that “The Customer is Always Right”. Even though we know the customer isn’t always right, (they lie, steal, manipulate etc.) it is important to remember that “the customer is always the customer”. The question...

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Creating Boundaries with Patrons

Creating Boundaries with Patrons

The Pareto Principle suggests 80 percent of something is caused or is affected by 20 percent of something else. Pareto was an Italian economist who saw that 80 percent of the peas in his garden came from only 20 percent of his pea pods. And 20 percent of his chickens...

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