Practice is provided in a safe setting. This workshop is designed for libraries exploring quality management. Basic concepts are introduced, including focus on the customer. Selected quality tools are illustrated and practiced in enjoyable ways. Customer Service Skills.
Effective organizations place the customer at the center of the organizational model.
This workshop explores the attributes of an effective customer service program and emphasizes the importance of listening to the library's customers in new ways. The focus group marketing methodology is highlighted. Libraries are process-intensive organizations. Analyzing and improving processes is a critical skill for all organizational members. This workshop provides participants with the basic tools of process improvement, as well as practice in analyzing real processes.