ALA Annual 2017

#alaac2017 Better Service than Amazon & Nordstrom

It is early morning on Sunday and I am seated in a room full of people. People are standing by the entrance door, at the back of the room, and the side walls. I can easily assume  we are all here for one purpose. We want to learn how to provide excelent customer service. Customer Service is not a new topic, but has become increasingly important for people working in the public service field. The speaker refers to the well known costumer service guidelines: smile, be approachable, follow up, etc. What is new in the message, is the “intentional change” approach. This means that organizations want to provide enough training so their staff understand that good service is not a choice, but a “must have” when providing service to the public. This change is “intentional” because we are completely awared of the service we want to provide and are trained…