00:14:08	Linda Bruno:	Good afternoon, everyone!
00:14:30	Samantha Harmon:	The join button was late to show
00:14:34	Linda Bruno:	Yummmm!
00:17:30	Samantha Harmon:	yes
00:17:31	Celeste Mark:	yes a lot!
00:19:23	Celeste Mark:	wow- gasp is right
00:20:58	Raymond Neal:	Also here: https://floridalibrarytraining.com/wp-content/uploads/2023/06/20230615bruno-neflin.pdf
00:21:51	Celeste Mark:	wonderful -
00:22:06	Samantha Harmon:	A customer service rep, called me back a couple hours later to offer me a better deal.
00:22:46	Celeste Mark:	they gave me their full attention and smiled at me
00:23:49	Samantha Harmon:	I actually ask for her when I call now.
00:28:49	Samantha Harmon:	not rushing me
00:32:54	Selome Brathwaite:	Are you looking for study materials? Is there a deadline?
00:35:48	Samantha Harmon:	In this day of technology, they can find the answers on their own.  However by giving them heartfelt customer service they want the interaction
00:36:12	Selome Brathwaite:	chatgpt
00:36:16	Samantha Harmon:	Google
00:36:29	Samantha Harmon:	Amazon
00:39:49	Samantha Harmon:	stress
00:39:50	Selome Brathwaite:	In a rush/anxious
00:40:13	Sue Ane Stumpo:	Miserable from the Florida heat
00:40:29	Sue Ane Stumpo:	YES IT DOES!!!  Lol
00:42:50	Celeste Mark:	afraid to ask any questions too
00:43:12	Celeste Mark:	that they may be thought as not smart
00:43:24	Selome Brathwaite:	They lack interpersonal communication skills
00:43:42	Selome Brathwaite:	Folks get really aggravated if what they are saying is not understood
00:44:08	Selome Brathwaite:	true!!!
00:44:17	Selome Brathwaite:	Or every single type of phone
00:44:19	Sue Ane Stumpo:	Awkwardness and/or embarrassment
00:44:24	Celeste Mark:	yes!! we all need t-shirts that say "we are know it alls LOL
00:45:24	Celeste Mark:	yes lol
00:47:16	Samantha Harmon:	Trapped
00:47:28	Selome Brathwaite:	circulation
00:47:39	Celeste Mark:	ILL
00:47:39	Sue Ane Stumpo:	"Policy"
00:47:44	Samantha Harmon:	It is when an item is being processed for a hold
00:47:58	Samantha Harmon:	usually a recent arrival
00:48:08	Celeste Mark:	Transit
00:50:49	Selome Brathwaite:	eager to please?
00:58:44	Sue Ane Stumpo:	Yes!!!
01:10:47	Raymond Neal:	Dampen by cynicism
01:10:49	Celeste Mark:	Listen more carefully
01:11:10	Sue Ane Stumpo:	Reassurance
01:11:34	Sue Ane Stumpo:	Thank you, Linda!!!  Amazing as always :)
01:11:51	Celeste Mark:	This was a great presentation loved it :)
01:12:36	Samantha Harmon:	Thank youi