As competition increases for library budgets and people question the relevance of libraries for information gathering, customer service is the difference between satisfied patrons who look to the library for information and dissatisfied patrons who view professional information services as a roadblock and an irrelevance in the age of Google. Positive patron interactions forge library stakeholders who will remember “above and beyond” access services interactions.  This presentation will discuss retail management customer satisfaction strategies from companies such as Starbucks, Disney, and Ritz Carlton, and how to import them to a library environment, with a focus on training and change management to ensure patron satisfaction and return patronage to your library.

About the Presenter: 

Amanda Perrine is the Coordinator for Member Services at Onondaga County Public Libraries. Prior to coming to OCPL, she worked in both public and academic libraries. She holds a Master of Science in Library and Information Science with a Certificate of Advanced Studies in Cultural Heritage Preservation from Syracuse University. She has nearly 20 years of retail, restaurant, and library management experience, including several years at Starbucks Coffee.