Today I attended Laurie Brown’s ALA webinar on customer service. I do a lot of customer service training, and I wanted to hear how others approach the topic. And here’s what occurred to me:
Almost 300 people paid to attend the webinar, which tells me there’s a lot of interest in “customer service.” But what is it people really want to know? What happened in the webinar parallels my experience with clients who want in-person customer service training: there seem to be two distinct areas where people want help.