Through the efforts of Rhea Ballard, a program has been developed for the
Middle Managers' Luncheon being held in Baltimore, on Sunday July 20, at
12:00 noon. The description is below:
"BEYOND CUSTOMER SATISFACTION"
Faculty and students are not just patrons, they are your "customers."
Having satisfied patrons is only the beginning. To cultivate "loyal"
patrons you need to go the extra mile in the level of service that you
provide. Highlighting some of the techniques used by AT&T and
Nordstroms, this program will help you understand why librarians too,
should go beyond satisfaction and aim for loyalty. This program will
give you an understanding of the competing influences that your patrons
face on a daily basis and what you can do to win and keep your patrons'
loyalty and support.
The program is being presented by two LEXIS-NEXIS representatives, Jenny
Kanji (Senior Regional Information Manager) and Kathy Crosslin (Regional
Information Manager).
We hope that you will be attending. If you haven't submitted your
reservation form and payment yet, please do so immediately -- the deadline
is TODAY!!!
This archive was generated by hypermail 2b29 : Wed Nov 14 2007 - 20:49:35 PST