Customer Service at the Library: Cultivating Loyal Library Customers (Online) (NEFLIN)

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

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