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How to Break the Rules: Offering Great Customer Service to Everyone!

Who gets which kind of service at your library? Consistency should be the standard with no special benefits because someone is a friend or family member, or, with the best of intentions, because you want to do a favor for someone nice. But what if the library's rules interfere with great customer service? What if a new situation comes up that is not covered by The Rule Book? And what if a new rule is causing havoc with customer relations, and you are the one who has to save the day? What is the right way to break the rules?


Learn why personal judgment is not enough, the steps for breaking rules, the importance of documentation and communication, evaluating the action–costs and benefits–and deciding who makes the final decision. Will breaking the existing rule become a policy or a one-time choice?


Following this webinar, you will know how to:


• Improve customer service policies through front-line feedback.

• Provide consistent service without favoritism.

• Capture and document problems and still stay within customer service guidelines.

How to Break the Rules: Offering Great Customer Service to Everyone!


$25 per person for 4+licenses

  • Pat Wagner is a trainer and consultant with over 40 years of experience working for libraries, universities, local government, nonprofits, and small businesses. She supports the success of libraries with programs on personnel, supervision, management, leadership, marketing, strategic planning, project management, and communication. Pat has worked with libraries and library organizations throughout the United States, from the smallest rural storefronts to the largest academic and urban library institutions. Pat also is a frequent speaker at state and national conferences. She is known for her good-humored and practical presentations.

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