I Pay Your Salary

Pat O'leary recently attended
"I Pay Your Salary!"--Working With the Public, Not For the Public.
This workshop was given by Sarah Sogroian from Metro West

http://www.metrowestce.org/#issues Go to this link and you can click into the handouts for the class. (Click on Library Issues and then on "I Pay Your Salary!"

Some key points

• the importance of greetings in person and on the phone to acknowledge patrons and to identify the department/staff.
• Signage should be clear and concise.
• Always be aware of body language.
• Jargon--Eliminate words and phrases that only mean something to us
• Policies--Important, but so is sympathy and understanding. We discussed how helpful it could be to share customer service stories among staff members.
• Good customer service should be rewarded within the library
• Sarah shared some secrets from her time at Disney--the number one Customer Service Company. You can sign up for customer service etips by going to the Disney Institute website.http://www.disneyinstitute.com/