The article Today I Bent a Rule discusses an “employee-driven approach to more responsive customer service.”
I recommend you read it, and think about the ways that your library’s policies may present barriers that make it difficult for your staff to provide the best service possible to your users. Can you re-think them?
photo credit: mzacha, 2009
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Yes, this is it exactly. I might have attended that same Extreme Customer Service workshop. It changed the way I think about patrons. Try not to say no. If you have to say no, find a way to get them to a yes
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