October 17-19 Monterey Marriott
Monterey, California
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Tuesday, October 18, 2016

B201 - Give Us a Reason to Come Back

10:30 a.m. - 11:15 a.m.
Moe Hosseini-Ara, Director, Branch Operations & Customer Experience, Toronto Public Library
Elizabeth Tracy, Library Director, Whistler, British Columbia

According to Jenny McKenszie, “The Customer is why we are here. If we take good care of them, they will give us a reason to come back. Join a resort librarian and a director of customer experience for highlights of stellar customer service. From the Waffle House to Walgreens, examine why some delight while others fail. Explore tactics for supporting a strong service culture that include hiring passionate people, supporting deviant thinking, eliminating service barriers, secret shopping (yes, secret shopping), and the power of the little word “yes.”

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