Building a Service Culture

It’s easy to talk a good game about customer service, but how do we as managers actually take active steps towards enabling the library staff to provide good customer service?  The answer lies in creating a service culture.  Drawing from the literature of organizational psychology, this workshop introduces supervisors, managers and team leaders to the concepts of organizational culture and climate and teaches participants how to examine these within their own organization.  By changing the organizational climate (the message sent to employees) to a clear, consistent message, managers can re-align the organizational culture (the shared meaning employees use to make sense of their workplace) to one of consistently high service. (Full Day)