The Why and How Behind Our New Service Model
Presentation/tour at your library or at San José Public Library (SJPL) that describes the overall concept of 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 the San José Way
- Meeting changing customer expectations
- Formal evaluation tools for San José Way and strategies for continuous improvement
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San José Way's Four Principles:
- Customer first
- Teach customers
- Reinvent environments
- Enable staff
- Empowering staff to foster and build an innovative workplace environment
- Embracing a new library design and creating a bookstore look & feel while still responding to a wide range of needs
- Discussion with your staff about how the model might look for you
