State Library of Kansas Staff Team up with Mary Bushing on Excellent Customer Service

by Patti Butcher, Director of Statewide Resource Sharing

The State Library closed on June 19 and spent the day in “Customer Service Boot Camp” – courtesy of Dr. Mary Bushing from Bozeman, Montana. Mary has worked with librarians and trustees across the country and around the world. She is also a 2008 trainer in the Certification Program for Kansas Library Trustees.

A portion of the day involved planning by departments on possible needed improvements in customer service. From staff orientation to new web services – many ideas were developed and will be folded
into the State Library’s new strategic plan.

A few quotes from our training:

“We need to create a memorable library experience every time!”
“Excellent customer service boils down to two things: caring and competence.”
“[Our customers] ARE the job.”
“Don’t fix the blame – fix the problem.”

Thirty staff members participated from the Topeka and Emporia locations.

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