[OPLINLIST] FW: NEO-RLS Customer Service

[Melissa Lattanzi]

Don't miss 3 opportunities to hear Kordell Norton!

 

 

Customer Service for Library Marketing and Growth--The Sour to Sweet
steps to creating value for Library Patrons
<http://www.neo-rls.org/ce/eventdetail.cfm?ID=374>  

Cleveland

April 1st

Customer Service for Library Marketing and Growth--The Sour to Sweet
steps to creating value for Library Patrons
<http://www.neo-rls.org/ce/eventdetail.cfm?ID=375>  

Warren

April 2nd

Customer Service for Library Marketing and Growth--The Sour to Sweet
steps to creating value for Library Patrons
<http://www.neo-rls.org/ce/eventdetail.cfm?ID=376>  

Millersburg

April 3rd

 

 

 

 

 

 

 

 

 

 

Customer Service for Library Marketing and Growth--The Sour to Sweet
steps to creating value for Library Patrons

Tell a colleague <http://www.neo-rls.org/ce/emailevent.cfm?ID=375>  

 

Program Date: 04/02/2008 

 

 

Program Time: 9:30 a.m. - 3:30 p.m.

 

 

Speaker: 
Kordell Norton --Speaker, Author, Consultant 

He facilitates Customer Service/Customer Value into diverse
organizations like The Social Security Administration, Microsoft, The
Blue Canyon Restaurant and others. 

As a professional member of the National Speakers Association and
President of Synergy Solutions he has worked with organizations across
the country, helping them develop Inspiring Leadership, High Performance
Teams and great Sales and Marketing. Author of the book Throwing Gas on
the Fire-- Creating Drastic Change in Sales and Marketing. 

 

 

Program Description:
The life blood of your library is the customer. You can invest in
buildings and books but one poor customer service act can make the
investment void. As competition increases your organization's customer
service skills are vital! This workshop will cover the basics of
customer service with humor and a high energy presentation as we look at
how customer service can help market your library. In addition you will
get the cutting edge and new insights into the emerging demands of
customers in the global economy. 

Come and discover the process of turning the customer's problems into a
win for your organization. Learn ways to be 1,000% better than your
competition and explore how to create Customer Experience that will have
your clients and patrons talking about you to everyone. This workshop is
about legendary service. 

Customer Service

*	Once a "nice to have" . . . now a must. 
*	What is next after Customer Service? A Look at the Customer.
*	Lessons from great organizations: Ritz Carlton, Disney,
Southwest Airlines and. . . . . 
*	Experience marketplace. DRASTIC change is here.
*	The costs of good and bad customer service.
*	 Creating a Customer Centric Environment.
*	Dealing with Irate Customers. (Pain, Passion, Problems and
Priorities)
*	Pro-Active Steps to Address Customer Issue.

 

 

 

 

 

 

 

 

 

Melissa Lattanzi, Senior 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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