3:15 p.m. - 4:00 p.m.
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.
