Ask and Answer PD Club
26 August 2017
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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