Anyone who has ever served a customer has been told that “The Customer is Always Right.” Even though we know the customer isn’t always right (some lie, steal, manipulate, etc.), it is important to remember that “the customer is always the customer.” The question to consider: “Is this a customer we want in our library?”
As libraries continue to strive to deliver excellent customer service and experiences, they must remember to focus on the needs of the internal customer (their employees) too, because a library without great people is a loss to its campus and community.
This interactive and informative webinar for managers and supervisors at all types of libraries will focus on creating a library workspace experience that customers and employees will enjoy.
Participants will learn:
- To Determine if a Customer is Worth Keeping
- When to Fire a Customer
- How to Focus on Attracting the “Right” Customers
- Best Practices of Employee-First Companies
No, the Customer Isn’t Always Right
Andrew Sanderbeck has been developing and conducting training seminars and web-based programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.