Thursday, November 19, 2009
9:30 a.m. - 1:00 p.m.
Warwick Public Library

Presenter(s)/Discussion Leader(s): Ruth Barefoot, San Jose Public Library

San José Libraries are making national news as they step up to the challenge of library redesign for the customers of today. Customers of the San Jose Libraries enjoy an exciting bookstore look and feel, helpful and interactive staff, convenient services, and more programs for kids and the whole family.

The San Jose Way is a new service model that provides an experience of comfort, convenience, choice and excellent customer service. It's all about what the customers want.

Learn about the overall concept of Libraries ~ The San José Way, including why this service model is vital to the community. This session introduces specific elements of customer service strategies for today's libraries. Topics include:

• The rationale for LIBRARIES ~ The San José Way
• Meeting changing customer expectations
• Customer Service Principles:
  • Customer first
  • Teach customers
  • Reinvent environments
  • Enable staff
• Empowering staff to foster and build an innovative workplace environments
• Embracing a new Library design/Creating the Bookstore Look and Feel
• Dialogue and Discussion

Registration required.
Intended Audience: Librarians, library staff, library trustees

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