Superior Customer Service@ the Library: Refreshed, Renewed and Restored

Hargett, Dorothy

Title:

Superior Customer Service@ the Library: Refreshed, Renewed and Restored

dc.contributor.author	Hargett, Dorothy
dc.contributor.corporatename	Regent University. Library	en_US
dc.date.accessioned	2016-04-05T19:45:01Z
dc.date.available	2016-04-05T19:45:01Z
dc.date.issued	2015-11
dc.description	Presented at the 2015 Access Services Conference, Georgia Tech Global Learning Center and the Georgia Tech Hotel and Conference Center, November 11-13, 2015, Atlanta, Georgia.	en_US
dc.description	Dorothy Hargett is a Librarian and Head of Access Services, at Regent University Library in Virginia Beach, VA. As the Head of Access Services she is responsible for providing leadership and overseeing all aspects of the management and functions of the Circulation and Interlibrary Loan departments. Dorothy is passionate about customer service and effective leadership in the workplace, which has provided her the opportunity to present at various venues on these topics. She obtained a M.L.I.S. degree from the University of Tennessee-Knoxville, and a M.A. in Human Services Counseling from Regent University.
dc.description.abstract	Let’s get radical about Customer Service at the Library. “When a customer has a bad experience, they tell 10 people. When they have a good experience, they tell two.” Experience a renewal of ideas, and a refreshingly radical approach that will restore life back into the humdrum of everyday service. This session is for Library staff who interact with the public every day. Each participant will leave with practical and easy to implement ideas that offer results in the quality of the "Patron Experience." Participants will watch short video clips that are re-enactments of actual interactions between staff and customers. Furthermore, customer service is not only for the patron but also for the library staff. Providing intentional excellent internal customer care will provide a trickle-down effect and result in superb care for the library patron.	en_US
dc.embargo.terms	null	en_US
dc.identifier.uri	http://hdl.handle.net/1853/54710
dc.language.iso	en_US	en_US
dc.publisher	Georgia Institute of Technology	en_US
dc.subject	Customer service	en_US
dc.title	Superior Customer Service@ the Library: Refreshed, Renewed and Restored	en_US
dc.type	Text
dc.type.genre	Proceedings
dspace.entity.type	Publication
local.contributor.corporatename	Library
local.relation.ispartofseries	Access Services Conference
relation.isOrgUnitOfPublication	bf0ff3d1-48ff-4cf4-baa3-4c783958e37a
relation.isSeriesOfPublication	cd3cb305-9b1a-4791-a692-fb8541060cba