Growing Your Library Business by Cultivating Loyal Customers

Morning Session

This Customer-Centered program is recommended for any staff member who interacts with customers (patrons) on a regular basis. It deals specifically with Attitudes, Behaviors and Connections that help promote customer loyalty and greater library usage. It is an extremely interactive workshop, presented in a manner that makes the session an enjoyable and valuable learning experience. The impact of the program will be reflected in improved employee job satisfaction and greater effectiveness with customers and coworkers.

Afternoon Session

The telephone and electronic mail are two of the most common ways people communicate, and email is rapidly becoming the preferred means of business communication everywhere. Learning how to be most effective on the telephone and with email is vital for all library employees. This interactive session offers specific tips and suggestions for improving telephone skills and email techniques with both internal & external customers.

Presenter: Steve Wishnack, Think & Do

Register at the PLAN website.

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