2021 Lightning Round

The 5 Languages of Exemplary Customer Service

One 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
2. Quality Time
3. Receiving Gifts
4. Acts of Service
5. Independence

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