21st Century Customer Service

In the 21st century, libraries need to be ready for every employee to respond – immediately, right now -- to each user, every time, even when the issue is new. This is the world our users are in, and they expect us to be there, too. If not, they can and will find other places to go. Actually, it’s simple to get ready, but it’s not easy. So now is the time to start.

Do you and the staff at your library know the five levels of customer service?  What is the one simple rule that will radically change your customer service for the better, for all time? Does having great customer service cost money, or save money?

Join us, and come ready to share ideas and have a great conversation. We’ll discuss how to move your customer service profile from “standard” to “extended” to “extreme” and provide a list of next-step actions to get you started.

We will be using GoToWebinar. Participants will need an Internet-connected computer with speakers or a headset. They will be able to comment, question, and participate in polls via type/chat.

Alan Kirk Gray is Assistant Director of Operations for Darien Library, and was responsible for the program, planning and construction of the Library’s new 57,000 SF building. Mr. Gray also advises on planning and service integration for other libraries, and has presented at the American Library Association Annual Meeting, New England Library Association, and Computers in Libraries on the relationship between technology and services, library business practices, and the development of appropriate library spaces. He received a BA in History from Princeton University and an MBA in Corporate Finance from NYU Graduate School of Business.