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SUMMARY:5 Star Customer Service
DESCRIPTION:An announcement that there’s a new\, mandatory Customer Service Training coming would most likely be met with groans and comments like\, “We don’t need any more training! We already give great customer service!” And that’s probably true. Still\, in these days of high competition and even higher expectations\, great isn’t good enough anymore. Today’s library staff members need to offer the greatest customer service\, which means connecting with and in the community\, surprising users by meeting needs they didn’t even know they had and building relationships both real and virtual. This session will offer suggestions on just how to make that move from great….to greatest!  \nSpeaker: Catherine Hakala-Ausperk
URL:https://floridalibrarytraining.com/event/5-star-customer-service/
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://floridalibrarytraining.com/wp-content/uploads/2024/04/Customer-Service.png
ORGANIZER;CN="SEFLIN":MAILTO:training@seflin.org
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DTSTART;TZID=America/Chicago:20240613T121500
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SUMMARY:Customer Interaction Strategies: 3 Sides of Success
DESCRIPTION:Join Maurice Coleman\, Principal with Coleman & Associates and host of the “T is for Training” podcast and consultant with over thirty years of customer service delivery and management experience. Participants in this workshop/event will get customer service insights\, practical advice\, and useful tools to create consistently positive customer interactions and defuse potentially challenging customer situations. You will learn about effective strategies and tips for creating positive experiences with customers\, coworkers\, and constituents. \nMaurice Coleman\nMaurice Coleman [he/him/his] is the Principal of Coleman & Associates. As a trainer\, coach\, and keynote speaker\, Maurice has thirty years of experience helping people and organizations empower themselves with better leadership\, communication\, and technology skills to create positive change.
URL:https://floridalibrarytraining.com/event/seflin-breakout-2/
CATEGORIES:Customer Service
ATTACH;FMTTYPE=image/png:https://floridalibrarytraining.com/wp-content/uploads/2024/04/Customer-Service.png
ORGANIZER;CN="SEFLIN":MAILTO:training@seflin.org
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DTSTART;TZID=America/Chicago:20240613T101500
DTEND;TZID=America/Chicago:20240613T111500
DTSTAMP:20260430T122923
CREATED:20240415T182158Z
LAST-MODIFIED:20240507T143436Z
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SUMMARY:Convincing Communities to Collaborate With Libraries
DESCRIPTION:Every library wants to provide high-quality customer service and great user experiences. So who exactly is responsible for that? Frontline staff who interact with the public\, right? Perhaps IT folks who manage website functionality? Maybe administrators who set policies? What about security guards who make first contact? Tech services workers who stick spine labels on books? Believe it or not\, the answer is all of the above—plus everyone else you can think of. \nThis session will open your eyes to the myriad ways that library customers (and potential users) assess your organization every day. Looking through the lens of “brand touchpoints\,” you’ll learn how every employee\, and every space\, and every item that’s related to your library affects public perception. And if you want to be seen as a community anchor\, you can strategically work toward that by getting all hands on deck. \nCommunications consultant Kathy Dempsey will share real examples of how laypeople see and discuss libraries\, and will offer guidelines on how to be a positive touchpoint. This session is meant to inspire listeners to strive toward their best work and prove to locals that libraries are worthy community partners. \nLearning Outcomes: \n\nRealizing that every employee at any level affects the public’s perception of the library.\nUnderstanding how each person can work toward improving public perception to help their library be recognized as a vital community anchor and a force for the public good.\n\nKathy Dempsey \nKathy Dempsey wrote the popular how-to book The Accidental Library Marketer and founded her own marketing consultancy\, Libraries Are Essential. Her work is dedicated to helping librarians and information professionals promote their value and expertise in order to gain respect and funding. \nKathy has been the Editor of Marketing Library Services newsletter for 30 years. In 2015\, she founded the Library Marketing and Communications Conference\, and chaired the show’s first 3 years. She’s a longtime member of the New Jersey Library Association\, and recently finished serving a 3-year term on the Executive Board of LibraryLinkNJ\, a statewide co-op. \nThis writer\, editor\, and marketing maven likes to sprinkle her presentations with humor to make marketing concepts more interesting and accessible. She continues to fight the stereotypes that librarians are boring and that “marketing” is a dirty word.
URL:https://floridalibrarytraining.com/event/seflin-breakout-1/
CATEGORIES:Customer Service
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ORGANIZER;CN="SEFLIN":MAILTO:training@seflin.org
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