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Tools you can use, articles and books from the MLS Professional Collection.
Libraries are rethinking customer service. In order to meet the 21st Century needs of our stakeholders, we need to start thinking about "Customer Experience." This guide will give you lots of information and resources to help you navigate this paridigm shift.
"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."
-- Peter Drucker
“Notice what you might be believing that isn’t true – especially the beliefs that start with ‘I can’t ___,’ ‘I’m too ___,’ ‘I’m not ___ enough."
-– Marilyn Suttle
"When you start viewing your customers as interruptions, you're going to have problems."
"Without great employees you can never have great customer service."
--Richard F. Gerson
Customer Service Presentation