Oregon Reference Summit 2018 – Breakout Session 2c

Think Yes Customer Service Initiative at Multnomah County Library, presented by Rita Jimenez and Sarah Oliver @ Multnomah County Library

Join Multnomah County Library staff as they share their experiences about creating a customer service initiative from the ground up. They will talk about the context, tools, and what they’ve learned since their effort began in 2010. Three successful ballot measures in two years are one measure of their success. Patron comments like these are the other: “I wanted you to know how great your staff is to work with (although you probably already know that!) They all made me feel very welcome and were great about answering my questions and showing me where different sections were.” A front-line and senior manager will share practical management and communication strategies that could help you take customer service to the next level.

Rita Jimenez has served as a Neighborhood Libraries Director at Multnomah County Library since 2004, supporting 7 branch libraries that are well-loved hubs of community learning and innovation.  She also leads the nationally recognized We Speak your Language services to immigrants and refugees. Rita received her M.L.S. from the University of Arizona and a B.A. in Spanish from Bryn Mawr College.

Sarah Oliver has worked at Multnomah County Library since 2003 and is currently the Troutdale Branch Administrator. She also serves on the Customer Service Action Team at MCL and enjoys pouring over cookbooks and marking the best recipes with little pieces of paper in her spare time.