I had a wonderful time in Denver at the Association of Rural and Small Libraries conference and my customer service presentation was a smashing success. I am fortunate to have a number of colleagues who are interested in implementing new customer service practices in their libraries.
As requested, here are the documents I either used in my presentation or referenced:
Conference Presentation: (Uribe Customer Service ARSL)
Exercises:
Creating a Service Culture Exercise: (Creating a Service Culture)
Teaching It! Art Exercise: (Customer Service Art Exercise)
Draft Vision of Great Service: (Draft Vision of Customer Service)
Systems in the Way: (Systems in the Way Exercise)
Evaluation Forms:
Library Code Red: (Code Red)
Library Code Green: (Code Green)
Vanessa
Posted on October 18, 2010
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