Monday 9 March 2015

A Facilitative Mindset: Five Steps to a Customer-Service Culture

Achieving excellent customer service requires a culture change in your library organization that is driven internally through the engagement and validation of staff. The complex subjects of behavior change and persuasion have been studied as far back as the ancient Greeks. Aristotle’s seven causes of human motivation conclude that insight alone does not produce behavior change. A person’s behavior will only change when that person’s beliefs change. Today, our systems are built around giving information; telling people what and how to act and behave; and thinking because we’ve given information that something different will happen. Yet, people cannot and will not change simply because they’re told to.

Read the full post at Public Libraries Online

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