https://publiclibrariesonline.org/2015/02/a-facilitative-mindset-five-steps-to-a-customer-service-culture/?utm_source=rss&utm_medium=rss&utm_campaign=a-facilitative-mindset-five-steps-to-a-customer-service-culture A Publication of the Public Library Association Sun, 17 Apr 2016 18:58:03 +0000 hourly 1 https://wordpress.org/?v=6.4.5 https://publiclibrariesonline.org/2015/02/a-facilitative-mindset-five-steps-to-a-customer-service-culture/#comment-483203 Sun, 17 Apr 2016 18:58:03 +0000 http://publiclibrariesonline.org/?p=5572#comment-483203 Great article! I would add one more thing to the list of changing a customer service culture, and it follows directly from adopting the fourth mindset, “care about people’s success: commit to the notion that you can bend most library rules to help a customer if it makes sense in a given situation. We in the library rule are some of the most anal retentive, rule-governed people on the face of the earth, and that often causes us to miss opportunities to practice common sense customer service that focuses on a customer’s success.

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