Customer Service …

… a crucial piece of the puzzle

We know whatcustomer service is …

• Communication

• Establishing relationships with patrons

• Providing and delivering services our patrons need and want

… how can we make it better?• What about our co-workers as customers?

• We meet our patrons’ needs where we are – how do we re-allocate time and resources to seek them where they are?

• How do we continue to identify the services and features they want and need?

Customer service is aprocess of continual learning, development and support• Identifying and communicating

ways to stay relevant for our patrons

• Encountering and developing relationships with new patrons

• Establishing and maintaining relationships with our co-workers

Strategic Planning Workgroup• Will address what customer service

should look like, now and in the future– Develop a plan to further enhance

customer relations– Identify how we measure our own

development with customer service– Identify how we continue to evolve

online services to engage with patrons virtually