Customer Service Presentation
Stacy Schrank introduced Jim Friedemann who led the group in a two-hour workshop on “Principles of WOW: Customer Service Excellence”.
Q&A: Questions received via email were read and discussed.
What is the general consensus of how to address customers who are just library business acquaintances? For example, should John Jones be called Mr. Jones or John?
Most of the circulation clerks said it depends on the customer and how well they feel they know the customer. The general consensus is that it is more professional and respectful to use Mr. Jones (or Ms. Smith, etc.) unless you know the customer personally or have been given permission by them to use their first name.
