Library Service with a Smile

On August 3^rdthe Healey Library staff attended a customer service workshop provided by Think & Do, an organization dedicated to developing good customer service. We were fortunate to have Steve Wishnack, the founder of Think & Do, conduct the all day workshop. Wishnack has worked with many libraries on building lasting relationships with patrons. The workshop focused on the little things that make a difference, like a smile. Throughout the day we discussed examples of good and bad customer service and role played different scenarios. We talked about “words to use” and “words to lose” and how to write a friendly overdue notice. Overall the workshop was helpful because, it reminded us that the small things we do or say make a big difference.