[OPLINLIST] Customer Service Training

[Melissa Lattanzi]

Emotional Customer Service: Making the Connection with Patrons
<http://www.neo-rls.org/Serendipity/ce/eventdetail.cfm?ID=206> 

Akron,OH

02/23/2007

Emotional Customer Service: Making the Connection with Patrons
<http://www.neo-rls.org/Serendipity/ce/eventdetail.cfm?ID=207> 

Akron,OH

02/26/2007

 

 

Emotional Customer Service: Making the Connection with Patrons

Speaker: 
Andrew Sanderbeck is an adjunct faculty member at Park University in
Kansas City, Missouri, an expert trainer on leadership and team
development, customer service and generating revenues for libraries and
library systems. He is the Chair for The Small and Rural Libraries
Interest Group of the Florida Library Association 

Program Description:
Your patrons only care what you know, when they know that you care. The
relationships that library staff and management build with their patrons
today will be greatly influenced by how the customer feels about their
experiences with your library. The emotions they feel from previous
visits to your library will help them to decide to return again or to
never come back. 

Are patrons "interrupting" the work that you are doing, or is the patron
viewed as "the reason the library exists?" The Emotional Customer
Service: Making Connection with Patrons half-day Workshop focuses on the
how to's and benefits of building relationships with your patrons and
the emotions that they feel when they interact with your library and
staff. 

Participants will learn and begin to master: 

*	The words and phrases that make patrons feel appreciated and
welcomed in the library, including 7 tips to remember someone's name the
first time you meet 
*	Turning around patrons complaints and other unwanted behaviors
by focusing them on the problem and solutions, and not the drama of the
situation 
*	Customer Service Checklist (Mini-Assessment) 
*	How to recognize system breakdowns and to create solutions for
the problem, instead of just "putting up" with or only complaining about
it 
*	Utilizing low and no cost customer service improvements 
*	The benefits of building relationships with patrons and others
in the community

 

 

 

 

 

 

Melissa Lattanzi, Continuing Education Specialist

Northeast Ohio Regional Library System

4445 Mahoning Ave. NW

Warren, OH 44483

330-847-7744 ext. 12

lattanzm at neo-rls.org

 

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