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Which Kind of Customer Service Do You Mean

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.

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