How to Break the Rules -  Offering Great Customer Service to Everyone Webcast

This is a pre-recorded webcast. With our online anytime format, you will immediately receive the link to the webcast, password and the link to the webcast handout upon successful registration. You do not need any special software to view and listen, just a computer!  Since passwords are changed frequently, we suggest viewing the webcast as soon as possible after registering.

Description:

If your library is trying to empower frontline staff to support better customer service, you probably have heard the expression "Use Your Own Judgment". The problem is that, being human, how a group of employees interpret that guideline can vary greatly.

Empowering staff at all levels to make decisions for themselves about the rules requires libraries to have a communication process that keeps everyone in the loop. The entire library: staff, supervisors, managers, leaders (director and governing board), with input from the library users, make/break the rules: not just one person.

As a tax-supported institution, libraries can't create a special class of people-"those I like"- who receive a better class of service. And doing special favors for friends, neighbors, and relatives violates the library ethics. However, a simple oversight system ensures that staff reports their decisions and that special favors become part of the library's service to everyone.

Topics include the ethics of customer service, the importance of consistency, and how to create flexible customer service without creating a "loose cannon" mentality.

Agenda:

• The Great Customer Service Dilemma
• Ethics in the public sector (transparency and access for all)
• One model for breaking the rules fairly
• Big No-Nos!! (Nepotism, Cronyism, Favoritism, Tribalism, Feuds, Vendettas, Revenge, Elitism
• How fairly do you break the rules?
• When Does the Model for Breaking the Rules Not Work?
• Reasons to Break the Rules
• What to do About Loose Cannons
• What to do About Bureaucrats?
• Mistakes we all make
• Next steps

Presenter:

Pat Wagner has worked as a consultant and trainer for libraries for over 30 years. She also was a book store manager and, for ten years, was a popular columnist and consultant for a national retail store magazine, where she researched and wrote on issues that impact libraries as well. She is one of our most popular speakers who brings wit, humor and practical know-how to all of her presentations.

Cost:

Each registration entitles the registrant only to access the webcast. Registrations may not be shared in any way or viewed in a group setting. You may not broadcast or redistribute in any way without prior approval from Mid-America Library Alliance. That includes, but is not limited to, displaying webcast via projector, large screen tv, or overhead projector.

• MALA Member: $20.00
• Non-Member:    $40.00

 

MALA Webcast Billing/Refund/Credit Policy:  We prefer all webcasts to be prepaid.  If you prefer to be billed, there is a $5 charge for this service.

Register Now!