Hot Topics: Best Practices in Customer Service or How to Win an Exemplary Reference Award

If you missed the program, Hot Topics:  Best Practices in Customer Service or How to Win an Exemplary Reference Award yesterday. You missed a really great program.  

The speakers have kindly shared their powerpoints for those who could not attend- so take a look:
courtney-moore-and-joyce-ward-customer-service-in-a-virtual-environment
pat-barbier-reference-interview-and-knowledge-base
susan-livingston-working-the-desk

I am working on a video I recorded of the session so I should have this posted in a few days as well.