When: Thursday, Feb 02 | 2:00 pm - 2:40 pm

Location: MTCC 104CD

Days: Thursday. Event Types: Session. Sectors: Public Libraries. Subjects: Change Management and Customer Service.


To maximize the patron experience, Barrie Public Library experienced a staff realignment that took staff from the Circulation Department and the Information Services Department to create a new front line staff: Public Service Facilitators. With the guidance of management and the cooperation of the union and staff, we were able to achieve a one desk model where all staff could answer any question any patron could come up with. This new service model incorporates customer service and reference into one. This session will cover the experiences of staff, and management, the change in the workplace culture, the buy-in from unionized staff, the reaction from patrons and a timeline of how we went from an idea to execution in just over four months.

– Learn customer service strategies
– How to combine departments.
– How to learn from our mistakes and utilize our strengths to make changes in your library.


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