October 27-29 Monterey Marriott
Monterey, California
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Tuesday, October 28, 2014

A204 - Customer Service & Service Excellence

3:15 p.m. - 4:00 p.m.
Moe Hosseini-Ara, Director, Branch Operations & Customer Experience, Toronto Public Library

In 2012, Markham Public Library (MPL) launched its Customer Service Revolution, a unique, staff-driven initiative to dramatically reframe how customer service is delivered through all avenues. Find out how this project dramatically improved customer service metrics, increased staff engagement, changed MPL’s recruiting and training practices, and helped make MPL a leader in innovative service delivery. If you are interested in improving customer service, do not to miss this session; the approach used is transferable to any service environment.

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