The Perdana Leadership Foundation organised a two-day workshop on Customer Relationship Management (CRM) for Service Excellence: The Way Forward for Best Practices in Libraries & Resource Centres. The workshop was held on 19-20 April 2017, here at the Perdana Leadership Foundation, Putrajaya.
The workshop aims to improve the quality of customer engagement, instilling a sense of appreciation to the customers, and thus increasing customer loyalty. The facilitator, Dr. Lennora Putit is a Senior Lecturer & Head of Centre for Marketing and Entrepreneurship Studies (CfMES), Faculty of Business & Management, Universiti Teknologi MARA (UiTM).
Day 1| The workshop started with a brief introduction of each participants and Dr Lennora Putit giving an overview of what Customer Relationship Management is all about. Throughout the workshop, Dr Lennora worked out a few activities to help facilitates the learning process. One of the activities done on the first day was the promotion of PLF brand. Using PLF brandname as a subject, Dr Lennora gave the task to the participants for them to brainstorm and come up with ideas on how to better promote the Perdana Library and the Perdana Leadership Foundation as an archive and a resource centre. During the final minutes of Day 1, the participants and Dr Lennora even managed to snap some photos with Tun Dr Mahathir and Tun Dr Siti Hasmah.
Day 2| The workshop continued to back where it left off the day before. The second day of the workshop started with a case study of an American academic library; Carpenter Library of University of North Florida. From the article, participants found out that the library mainly uses Twitter as a platform to engage with their customers and visitors. The library found that Twitter is a more effective method of promoting their events, and customer engagement. As a result participants learned to improve their customer relations skills with social listening. After that PLF’s own Mr Adnan Haris (who is also a participants), gave Dr Lennora Putit and fellow participants a tour of the Perdana Library and had a photo session with beautiful Putrajaya lakeside as the background. After the break, Tun Dr Siti Hasmah played the piano and treated everyone in the building of her rendition of ‘Biarlah Bulan Bicara’ by the late singer Broery Marantika. All in all, the workshop was successful in carrying out its objectives and participants had lots of fun throughout.