When the first Bus Tour arrived at North County Regional Library, we were greeted by a manager who gave us directions. As we filed off the bus, I smiled at the man and he came over and shook my hand and welcomed me to his library. One of my co-workers asked if I knew him. I didn't know him, but I did experience the results of eye contact and a smile.

Currently I am visiting an elderly friend in one of Durham's expensive retirement communities. When I approach the desk nurse and ask for assistance for my friend, she glares at me and glares at my friend. She does not speak to me but I do get the assistance I requested. Do I feel like I am receiving good customer service? Actually I think the lady hates me for bothering her.  Being on the receiving end of bad customer service has made me realize how very important good customer service is.Best Practices Tours

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