A Publication of the Public Library Association Public Libraries Online

Posts Tagged ‘cheryl gould’

customer service checklist

A Facilitative Mindset: Five Steps to a Customer-Service Culture

Achieving excellent customer service requires a culture change in your library organization that is driven internally through the engagement and validation of staff. The complex subjects of behavior change and persuasion have been studied as far back as the ancient Greeks. Aristotle’s seven causes of human motivation conclude that insight alone does not produce behavior change. A person’s behavior will only change when that person’s beliefs change.