Panel of speakers
For three years, the Arapahoe Libraries has earned a customer loyalty and satisfaction rating (Net Promoter Score) of 79, which rivals the net promoter scores of companies revered for their spectacular service such as Nordstrom and Amazon. We do it by making the customer number one in everything we do. The director of library operations, HR manager, and customer experience coordinator will share details of our staffing model (no dedicated materials handlers or circulation staff), hiring practices (mutual fit assessments with finalist candidates), 26-hour customer service curriculum (using improvisational actors for role playing), branded customer experience pillars and more.
Meeting Type: Program
Content Area: Transforming: Library Workforce
Interests: Human Resources, Instruction, Organizational Change, Public Services, Recruitment, Training, Transforming Libraries
Type of Library: Public
Cost: Included with full conference registration.