This workshop is intended to help staff break free from saying “No” to patrons as a general rule, and to get to the “Yes” in every transaction. We’ll explore our mental models of customers, our jobs and the mission of the library. We’ll practice seeing things from the patron’s perspective and then use the groups creativity and experience to create a better customer experience and hopefully better job satisfaction for all. Pre-workshop: please keep a log for one week of the times you or other staff say “No” to customers.
View Webinar: Online
Presenter: Cheryl Gould, Fully Engaged Libraries
Date: September 18, 2017