Commitment to great customer service goes beyond “service with a smile.” It is a commitment to truly engage and communicate with patrons and to find ways to extend the experience above and beyond their expectations. Building on the success of the Darien Library, whose reputation is known internationally for providing “extreme customer service,” presenter Gretchen Caserotti will provide you with practical and actionable ideas that can help your library, whether small or large, commit to excellent customer service.

Presented by Gretchen Caserotti, director, Meridian Library District (ID), who has served from frontline librarian to policy maker, was trained at the Darien Library (CT) and was a 2010 Library Journal Mover & Shaker.

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Webinar Attachments

• View slides (pdf)
  
• View chat (xls)
• Read written recap of the webinar

Related Resources and Links

• Library Customer Service on WebJunction
• Referenced by Gretchen
  • The Experience Economy, Pine and Gilmore
    
  • The Great Good Place, Ray Oldenburg
  • ALA and Harwood Institute, Libraries Transforming Communities
  • Why We Buy, Paco Underhill
  • The Experience Economy, B Joseph Pine and James H Gilmore
    
  • Setting the Table, Danny Meyer
  • The New Gold Standard, Joseph A Michelli
    
  • The Genius Training Student Workbook, Apple's employee training manual for employees
  • For more on the Matrix, see Alan Kirk Gray 2011 presentation, 21st Century Customer Service (pdf)
• Shared in Chat:
  • Leadership: Lessons from the Magic Kingdom, by Craig R. Taylor and Cindy Wheatley-Lovoy, Training & Development, July, 1998, pp. 22-25.
  • What Would Walt Do?: Quality Customer Service for Libraries (webinar archive)
  • Dealing with the Difficult Patrons (webinar archive)
  • Sara Gillis has written an article about the staff survey her library used to help identify barriers to customer service. Read Sara's article, Today I Bent a Rule: Barrier Identification Staff Survey at Halifax Public Libraries.