Last week I was fortunate enough to attend a customer service presentation by Karen Hyman, Director of the South Jersey Regional Library Cooperative. The topic was creating a customer-centered library. Ms. Hyman is a wonderful speaker who knows how to use humor to make a point. To make the library experience more enjoyable for customers, she recommends that library staff think like a customer and change our approach to service-- not the customer's.
On another customer-centered note, check out this sign from a Chinese clothing store that instructs employees on what they can and cannot say to customers.
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