April 27-29 washington hilton
washington, dc
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Tuesday, April 28, 2015

B203: Putting UX Into Customer Service

1:30 p.m. - 2:15 p.m.
Talia Richards, Marketing & Social Media Manager, Springshare LLC

Hear from a librarian at Springshare (the maker of Lib- Guides) about how to use its model for customer service in your library. Drawing inspiration from real-world examples, Richards shares practical tips, strategies, and implementation techniques that illustrate ways in which libraries can better integrate the user experience into their customer service model. She discusses best practices that have been extracted through successful interactions as well as those that resulted in giant fails. From email and phone calls to Twitter and Facebook, she provides actionable strategies that focus on the customer, customer experience, and a successful outcome for all.

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