Ask and Answer PD Club
26 August 2017
10:30-12:00
Kimberley Room, State Library of WA
Customer Service
This session we will look at how customer service differs in different library contexts and explore the following discussion points;

- Where do we draw the line with over-servicing? When should we stop helping the client and get them to do it for themselves. What could go wrong or right with this?

- When are online tutorials/help guides/how to videos effective and ineffective for client instruction. What makes the difference between a good help guide and a bad one? (Can also be referring to flyers and posters etc)

- Is it OK to provide different levels of service to different clients? When and why?

-What will clients expect from the library in the future? What should the expect if we’re realistic with budgets and resources

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