The Library Video Network announces the release of Putting Customers First, a training program designed to improve the customer service behaviors of all levels of library staff. The 40-minute program, available on DVD or VHS, shows how to provide outstanding customer service in person, on the phone, and online.

Putting Customers First also shows how two libraries transformed themselves by following basic principles of customer service. The Columbus (OH) Metropolitan Library implemented a 48-hour turnaround time in its technical services department in order to provide better customer service and keep their library relevant to its customers. The West Palm Beach (FL) Library redesigned its appearance and style to better serve their customers and have seen a dramatic increase in usage as a result.

The program also covers the unique challenges new technology presents in providing excellent customer service. Special strategies for handling chat, phone, and e-mail transactions are discussed, with advice from Joe Thompson, project coordinator of Maryland AskUsNow! Successfully handling customer issues with self-check is also covered. A content committee of librarians, support staff, and library customers worked with LVN to create a practical and thorough look at successful customer service strategies with this program.