Your users expect they can pay bills, order products and services, earn discounts, and talk to an expert online. How can your library also anticipate difficulties, provide solutions, collect data about failures, and leave your users happy? What kind of planning, training, and technology are required? What are the costs of being a virtual problem solver?

During this session, we will explore:

Introduction: What Is Different About Virtual Customer Service?
The Key Idea: Avoid Being Annoying, Tedious Or Confusing
How To Build Rapport Via Technology: Keep It Human
How Well Does The Technology Work? Don’t Take It For Granted
Speed Of Response Is Of The Essence
Empower The Customer Service Staff for Fast Decisions
Record Transactions For Constant Improvement

By the end of this session attendees, will be able to evaluate and improve current virtual customer service at their library, upgrade technology to communicate with customers or make upgrading a budget priority as well as execute standards for response to customer inquiries.



Original broadcast August 1, 2018 

Biography ~ Pat Wagner

Pat Wagner has been a trainer and consultant for libraries since 1978 using e-mail, platforms, and now social media to serve clients across the United States (and the solar system) who she has never met face-to-face.. She presents at state and national library conferences as well as working with libraries of all types from Alaska to Florida. She has been a frequent visitor to Florida libraries and was a facilitator for the Sunshine State Library Leadership Institute for several years. Pat focuses on skills needed to support better productivity and workplace relationships, from personnel issues to strategic planning. She is known for her practical and good-humored programs.