Location: Cuyahoga County Public Library
2111 Snow Road Parma, Ohio
Cost: $65 CAMLS Members
$75 Affiliate Members
Free for guests/speakers
Deadline: Wednesday, March 24, 2004
Registered Now: 17
Contact Hours: 6
Fee includes coffee and materials. Lunch is on your own.
The combination of a bias to provide good service coupled with the absence of naturally occurring market forces to limit services delivered and no objectively constructed standards yields an environment that encourages upwardly spiraling customer expectations and a progressive "floor" of customer service delivery. This phenomena, if unchecked, may ultimately lead to a customer service failure, and/or the establishment of customer expectations which could not reasonably be met by any library staff, irrespective of resources or time available.