Great Expectations: Customer Service and the Future of Libraries

Thursday, March 22, 2018 | 9:00–10:00 AM

With information and entertainment so widely available, Maricopa County (AZ) Library District created a new way to reconnect with customers. Using research, staff input, and a little bit of pixie dust, Great Expectations was born. This new customer service philosophy empowers staff and is thrilling customers! We will reveal our universally applicable secrets. You will walk away with new strategies and the tools you need to create or update your own staff-driven model!

Presenters:

Alicia Snarr

Alicia Snarr, Library Administrator, Maricopa County Library District, Phoenix, AZ

Alicia Snarr is the Branch Operations Administrator for the Maricopa County Library District. She is always looking for ways to highlight the value libraries bring to their communities and is currently working on the intersection of customer service, employee engagement and staff training. Alicia is passionate about early literacy, historical fiction, personal finance and podcasts.

Paula Wilson

Paula Wilson, Library Services Manager, Maricopa County Library District, Phoenix, AZ

Paula Wilson is a Library Services Manager at the Maricopa County Library District. Her work includes training and developing the Great Expectations customer service philosophy. Paula is an ALA author, PLA blogger with over 15 years public library experience. She earned her MLS from the University of Rhode Island and holds a BA in Political Science from Arizona State University.