Customer Service in Libraries

April 4, 2002 9:15 am - 3:30 pm
Holiday Inn at Boxborough, Boxborough, MA
Sponsored by NELINET

Registration (includes buffet lunch)
$100 NELINET Members $110 NELINET Affiliate Members $150 Non-Members
Register in advance; one person per form; on-site registrations are not accepted
Registration Deadline: Tuesday, March 26, 2002
No refunds or credit for cancellations made after Thursday, March 28, 2002


8:30 am

Registration
9:15 am

Welcome
9:30 am

Knock Your Socks Off Service!
Ron Zemke, Performance Research Associates
10:30 am

Break
10:45 am
Panel and Discussion: What is Library Customer Service?
 
Moderator:
Defining and Evaluating Customer Service in Libraries (PowerPoint Presentation)
Peter Hernon, Simmons College
 
Panel:
Welcome to the Teen Cyber Center
Beth Gallaway, Haverhill Public Library
 
Customer Service is the QVCC Philosophy
Sharon Moore, Quinebaug Valley Community College
 
Cutting Edge Technology Customer Services
Rachel Cheng, Wesleyan University
12:30 pm

Lunch
1:30 pm

Radical Notions in Libraries: Dot Com Internet Solutions (Presentation)
Andrew K. Pace, North Carolina State University
2:30 pm

Golden Rules of Customer Service (PowerPoint Presentation)
Anne Washburne, Customer Satisfaction Training Developer, L.L. Bean
3:30 pm

Adjourn


Program Speakers Bibliographies

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