Great Expectations: Customer Service and the Future of Libraries
Friday, March 23, 2018, 4:00 PM - 5:00 PM
Pennsylvania Convention Center, Ballroom B
With information and entertainment so widely available, Maricopa County (AZ) Library District created a new way to reconnect with customers. Using research, staff input, and a little bit of pixie dust, Great Expectations was born. This new customer service philosophy empowers staff and is thrilling customers! We will reveal our universally applicable secrets. You will walk away with new strategies and the tools you need to create or update your own staff-driven model!
An online version of this concurrent program session was also presented during the PLA 2018 Virtual Conference.
At the end of this session, participants will:
1: Uncover a new appreciation and excitement for customer service
2: Identify strategies for consistent delivery of excellent customer service
3: Demonstrate knowledge of how to apply a personalized customer service philosophy to their own library system
The session organizer(s) identified this session as appropriate for:
Level 1: People with no previous knowledge of the topic.
This session will have: Medium interaction (example: single speaker/panel with questions or discussion throughout)
Handouts: Download 1 Download 2
Track: Imagine
Tags: Administration/Management, Administration and Management, Continuing Education and Professional Development, Organizational Change, Personnel and Staffing, Public Services
Presenters
Alicia Snarr, Library Administrator
Maricopa County Library District , Phoenix , AZ
Alicia Snarr is the Branch Operations Administrator for the Maricopa County Library District. She is always looking for ways to highlight the value libraries bring to their communities and is currently working on the intersection of customer service, employee engagement and staff training. Alicia is passionate about early literacy, historical fiction, personal finance and podcasts.
Paula Wilson, Library Services Manager
Maricopa County Library District , Phoenix , AZ
Paula Wilson is a Library Services Manager at the Maricopa County Library District. Her work includes training and developing the Great Expectations customer service philosophy. Paula is an ALA author, PLA blogger with over 15 years public library experience. She earned her MLS from the University of Rhode Island and holds a BA in Political Science from Arizona State University.