Presenter: Lauren Burnett
Emotional intelligence in service is the ability to balance task plus relationship and thus increase the value of the customer service experience. This session explores key points of connection, the value of making Customer-Smart SM decisions and embracing authority as well as the accountability and empathetic design in raising the customer experience.
Dana Braccia has over 25 years experience in marketing and operational management in the private and public sectors working in the U.S. and Micronesia. Her teaching is focused on the fundamentals of library marketing including brand and product development, community engagement and evaluation, and incorporating social media into the overall marketing strategy.
Audience: iLead USA participants, all library staff
Instructor: Dana Braccia, Central Regional Manager at Library Systems and Services, Scottsdale AZ
Sponsors: Utah State Library; iLead USA Utah
Series: iLead USA