Opening with a montage featuring examples of bad customer service (some laughably so), Library Video Network's latest program offers guidelines for delivering excellent customer service in libraries. Visiting the Columbus Metropolitan Library in Ohio and the West Palm Beach Library in Florida, the Telly award-winning Putting Customers First illustrates how great customer service not only means connecting the patron with what he or she is looking for, but also striving to provide consistently positive interactions between staff and clientele. The program looks at providing effective verbal and written communications (especially using e-mail and IM), clearing up customer misconceptions about self-checkout (most often the machines don't replace staff, but instead allow staff more time to interact with customers), and the importance of recognizing excellent customer service (through internal incentives). Specific success stories, such as Columbus' 48-hour turnaround time in technical services, and the benefits from West Palm Beach's massive building redesign, serve as inspiring examples. Recommended. Aud: P. (C. Block)
Putting Customers First
(2007) 40 min. DVD or VHS: $99. Library Video Network. PPR. ISBN: 1-56641-104-1 (dvd). Volume 22, Issue 5
Putting Customers First
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