[OPLINLIST] Rediscovering the Lost Art of Customer Service--A Linda Bruno Workshop in Springfield

[SWON Libraries]

*This announcement has been posted to several lists.  Our apologies for 
any duplication.
****************************************************************************
*
Thinking of attending "Rediscovering the Lost Art of Customer 
Service" but haven't made a decision yet? Here's a personal note from 
our trainer, Linda Bruno, about just a few of the things you'll gain 
from the workshop:
 
/A personal note from the trainer.../
// 
/Hello everyone!/
/What do you think of when you think of excellent customer service?/
// 
/Chances are, whatever you think of, it isn't what you consistently 
experience when you're out and about./
// 
/Years ago, before the advent of Amazon.com or the popularity of Barnes 
& Noble or Books-a-Million, libraries were /*/_the_/* /place to go to 
satisfy your reading appetite. /
// 
/Guess what? They still are! We just need to make sure our patrons know 
that libraries are still the best place to find their favorite books, 
magazines, research journals, audiovisual needs, and loads of services 
they haven't even imagined. AND it's all served up with personal, warm, 
friendly service - try getting that at amazon.com or even your typical 
bricks-and-mortar bookstore./
// 
/In "Rediscovering the Lost Art of Customer Service," we'll be 
discussing the good, the bad, and the awful in customer service 
experiences - and how to use that information to make sure our patrons 
are seeing only the good. We'll talk about what we can say to make our 
patrons feel good about our library - and words we should avoid like the 
plaque. We're going to really hone our listening skills - which can help 
us not only in our work lives, but also on a personal level - just ask 
my husband /J/ . We'll find out whether we are auditory, visual or 
kinesthetic communicators - and why that matters./
// 
/THEN....we'll discuss how different personalities interact in the 
library setting. Now THAT'S an interesting topic - and you're sure to 
have at least one "ah ha!" moment./
// 
/We'll also look at stress in the workplace...how to recognize it and 
how to deal with it./
// 
/And shhhhhh, don't tell anybody, but you may even meet some circus 
performers!!/
// 
/Don't miss this chance to learn how to improve your library's image in 
your community and at the same time learn more about yourself and others./
 
/It's going to be a _fun_ day - I hope to see you there!/
// 
/Linda Bruno/
/Trainer/


  Rediscovering the Lost Art of Customer Service
  <http://www.swonlibraries.org/register?a=selectmember&id=1345&rate=cost1&sponsor=SouthWest%20Ohio%20and%20Neighboring%20Libraries>


      Date

Wednesday, May 7th, 2008


      Time

10:30 a.m. - 5:00 p.m.


      Location

Clark County Public Library
Park Branch
1119 Bechtle Avenue
Springfield, OH 45504
Phone: 937-322-2498


      Speaker(s)

*Linda Bruno* has been helping people grow, both professionally and 
personally, for over 10 years. She works with libraries, universities, 
Chambers of Commerce, corporations and other organizations to help them 
nurture their most valuable resource -- their employees.

Linda's ability to combine humor and real-life experience with her 
knowledge of people enables her to relate to her audience in a unique 
way. With more than twenty years of hands-on management in positions 
such as Director of Purchasing, Vice President of Sales and Vice 
President of Customer Relations, she has developed a keen insight into 
what works in the real world. Linda's experience as a national trainer 
with Dun & Bradstreet has also expanded her ability to communicate 
effectively.

Participants leave Linda's workshops with the tools they need to help 
them enjoy life more, both personally and professionally.


      Description

/Have you noticed that Customer Service has become nearly extinct?/ 
Here's your opportunity to learn how to set yourself apart from the 
competition -- and there IS competition - by delivering exceptional 
customer service!

* Discover what your patrons are really looking for
* Uncover ways to roll out the red carpet
* Dig for the words that patrons want to hear
* Learn to listen to what they're really saying
* Put together the 4 pieces of the personality puzzle
* Understand the 3 types of communication styles
* Unveil rarely-used techniques that will nurture your relationships 
with your patrons
* And in the rare instance (!) that you encounter a somewhat difficult 
patron, you'll learn specific steps to take to satisfy that patron, as 
well as ways to combat the stress that sometimes accompanies those 
encounters.

Don't miss this opportunity to "be the best you can be"!

*There is plenty of available and convenient parking, as well as 
inexpensive restaurants in the area.*


      Meal

Continental breakfast and light snacks will be provided. Lunch is on 
your own.


      Contributing Member of SWON Libraries

$40 


      Friend of SWON Libraries

$40 


      Contributing Member of NEO-RLS, NORWELD, or SERLS

$40 


      Other

$90 

The deadline to register is Monday, May 5th, 2008



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