{"version":"1.0","provider_name":"ALSC Blog","provider_url":"https:\/\/www.alsc.ala.org\/blog","author_name":"Lisa Mulvenna","author_url":"https:\/\/www.alsc.ala.org\/blog\/author\/lisa-mulvenna\/","title":"The Bookstore Model of Customer Service at #PLA2020","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"LGKA65aX59\"><a href=\"https:\/\/www.alsc.ala.org\/blog\/2020\/02\/the-bookstore-model-of-customer-service-at-pla2020\/\">The Bookstore Model of Customer Service at #PLA2020<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/www.alsc.ala.org\/blog\/2020\/02\/the-bookstore-model-of-customer-service-at-pla2020\/embed\/#?secret=LGKA65aX59\" width=\"600\" height=\"338\" title=\"&#8220;The Bookstore Model of Customer Service at #PLA2020&#8221; &#8212; ALSC Blog\" data-secret=\"LGKA65aX59\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script>\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/\/# sourceURL=https:\/\/www.alsc.ala.org\/blog\/wp-includes\/js\/wp-embed.min.js\n<\/script>\n","description":"Coming from a bookstore background, I was excited by this session as I feel that there are aspects of retail that librarians can adapt in order to make their organization successful. \u00a0All four presenters are currently in the library world, but were in the bookstore world at one time (or are still). \u00a0Here are a couple of tidbits that I pulled out of this session: The Internet has changed customer service from transactional to relational. \u00a0The only places that can get away with transactional service are ones where you can\u2019t go anywhere else (ex. the DMV). People judge customer service by the same standard, whether it is at the store, the library, or the doctor\u2019s office. Libraries can define service expectations for their employees based on their mission and values. Companies who are known for good service (ex. Apple, Disney, Trader Joe\u2019s) use customer service templates. \u00a0A template isn\u2019t a..."}