SJLibrary.org, a collaboration of San Jose State University and San Jose Public Library system.

Introduction Module

Libraries ~ The San José Way: The Big Picture

Presentation/tour at your library or at San José Public Library (SJPL) that describes the overall concept of LIBRARIES ~ The San José Way, explains why it is vital to the community, and introduces specific elements of customer service strategies for today's libraries. Topics include:

• The rationale for LIBRARIES ~ The San José Way
• Meeting changing customer expectations
• Customer Service Principles:
• Customer first
• Teach customers
• Reinvent environments
• Enable staff
• Empowering staff to foster and build an innovative workplace environments
• Embracing a new Library design/Creating the Bookstore Look and Feel
• Dialogue and Discussion

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