Thursday, July 14, 10:00 – 11:00 am on your DESKTOP
This customer service webinar is recommended for any staff member who interacts with customers (patrons) on a regular basis. It deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers at the library, and offers a number of specific tools to help make the patron interaction a meaningful and memorable experience.
Learning Objectives:
- Build awareness of customer needs and wants, and the criteria by which they evaluate service performance at the library
- Offer tools for improving effectiveness with library customers and building customer loyalty
- Provide tips for enhancing personal communication via telephone and email
- Reinforce the value of libraries and how positive patron interactions help promote library advocacy
Topics include:
- Why People Stop Coming Back
- How Customers Evaluate Service
- Healthy Attitudes vs. Deadly Attitudes
- The Impact of Words- Words to Use vs. Words to Lose
- The Power of a Smile
- The Value of Thank You
- Customer MAGIC (Making a Good Impression Counts)
Virtual Trainer: Steve Wishnack, Think & Do
REGISTRATION INFORMATION