- About
- Membership
- Career Center
- Advocacy
- Programs & Events
- 2024 FLA Annual Conference
- Calendar of Events
- DEIA Diversity Discussions
- Awards
- Scholarships
- Webinars
- Member Spotlight
- Connect
- Resources
2021 Lightning RoundThe 5 Languages of Exemplary Customer ServiceOne of the New York Times all- time bestsellers is The 5 Love Languages by Gary Chapman. In the book, he explores how different people express and receive love. Understanding and responding to a person’s Love Language enriches relationships. The same principal applies to customer service. Patrons visit our branches with certain expectations where service is concerned. Some things are non-negotiable. Everyone, deserves and wants to be treated with dignity and respect. However, some people need and expect nurturance, while others prefer a hands-off, independent approach. The following is my list of 5 languages of exemplary customer service. 1. Words of Affirmation In my 5 minute presentation, I will introduce these 5 principles and give examples of how we can fully meet the needs and expectations of our divergent library patrons. Speaker Julie Chiello, Volusia County Public Library Presentation: Live/Recorded Both |