Moving Beyond Great Service: Crafting Meaningful Relationships With Patrons

Abstract

The workshop helps librarians and staff envision, create, and practice an ethos of meaningful customer service. The necessity is to deliver a patron experience that demonstrates how easy it is to do business with the campus library, that library staff care about their patron's well-being and success, and that illustrates the importance of the library in student success and the community at large. Workshop overviews the necessity of analyzing the service experience through the lens of the patron and using those lenses to help develop resourceful service that helps the library build meaningful relationships with each patron.