Differences Make Us Stronger

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Putting Customers First
This exciting program shows how to provide outstanding customer service in person, on the phone, and online. Putting Customers First also shows how two libraries transformed themselves by following basic principles of customer service. The Columbus (OH) Metropolitan Library implemented a 48-hour turnaround time in its technical services department in…
Customer Service Gone Viral
You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very…
Diversity in the Library
Every day we make assumptions about who we are, what we do, and who we interact with. Diversity in the Library will help you examine those assumptions and realize that they can create barriers to outstanding public service. The program uses scenarios taken directly from library worker's experiences. By examining…
Customer Service Basics
Customer Service Basics is designed for all levels of staff as a primer for providing outstanding customer service. Among the items covered are:
  • Approachability
  • How to Complete A Transaction Successfully Every Time
  • Coping With Unhappy Customers
  • Effective Listening
So HELP Me - Employee Edition
Part of the Series: Business Skills Collection
What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don't get their problems solved will leave and not return. "So HELP Me" (Employee Edition) illustrates realistic customer service problems…
In Search of Excellence
Motivate your employees to be more innovative, responsive and committed than ever before! The In Search of Excellence video is one of the best selling training programs of all time. As you watch this intriguing and inspiring program - Tom Peters and Bob Waterman are your hosts and guides for…
And Access for All: ADA and Your Library
The program covers ADA compliance, including pulling together a focus group and designing an action plan to make the library's facilities and resources accessible. Real stories from libraries are included throughout the program. Customers with disabilities share their concerns about accessibility and provide insight to providing "reasonable accommodation." The resource…
Wikis, Podcasts, and Blogs, Oh My!
This program highlights blogs, wikis, podcasts, RSS feeds, social networking websites, and video sharing websites. It also shows how libraries across the country are using these technologies to reach out to new customers and improve their services. Helene Blowers, Director of Digital Services for Columbus Metropolitan Library, is interviewed in…
Building the Multicultural Team
Ideal for team building activities, Building the Multicultural Team: Diversity in the Workplace will take you on an exciting journey to observe a global team in action. You'll watch a problem-plagued meeting between five managers from Asia, Europe, the Middle East, North America and South America, and discover powerful techniques…
Excellent Customer Service - Part 1
Follow 1950s style detective Sam Delaney has he sets about discovering the secrets of excellent customer service.
People First
About 12 percent of the people your library could serve or hire have some type of disability in vision, learning, mobility, etc. People First demonstrates ways to break down both physical and attitudinal barriers without a large investment of time and money. Emphasis is on sensitivity, service and providing employment…
Signs Of The Deaf
Part of the Series: Special Issues
Like the program dealing with Spanish commands, this video takes officers through the most commonly used signs of the deaf one might encounter on the street. It's perfect for officers who need to learn these commands over several sessions, because like the Spanish commands, this program can be easily learned.…