[OPLINLIST] Emotional Customer Service: Making the Connection with Patrons (Springfield, OH)

[SWON Libraries]

*This announcement has been posted to several lists.  Our apologies for 
any duplication.
****************************************************************************
Please forward to all interested parties.

*


  Emotional Customer Service: Making the Connection with Patrons
  <http://www.swonlibraries.org/register?a=selectmember&id=1244&rate=cost1&sponsor=SouthWest%20Ohio%20and%20Neighboring%20Libraries>

Visit AndrewSanderbeck.com <http://www.andrewsanderbeck.com/>


      Date

Wednesday, March 5th, 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)

*Andrew Sanderbeck* is an expert trainer on leadership and team 
development, communications, customer service and generating revenues 
for libraries and library systems. He is the past chair for The Small 
and Rural Libraries SIG of the Florida Library Association. Andrew 
presents over 100 customized staff development workshops, seminars and 
keynotes for organizations and at conferences around the world each year 
and was recently a featured presenter at the 2006 ALA Conference in New 
Orleans.

He is the founder of The Sanderbeck People~Connect Institute, an 
organization that enjoys serving others that value professionalism, 
vision and purpose and making a difference in their organizations and 
communities. Andrew consults for libraries and other non-profit 
organizations to help them realize the true human potential of their 
management and employees. He publishes the Library~Connect Newsletter, a 
free monthly e-publication read by library professionals around the world.


      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" 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)

.Coaching employees on Customer Service with Quality Coaching Checklist

.Recognizing system breakdowns creating solutions for the problem, 
instead of just "putting up" with or only complaining about it

.Supporting the library management in measuring and improving customer 
service

.Utilizing low and no cost customer service improvements

.The benefits of building relationships with patrons and others in the 
community

.Creating an atmosphere of fun for the patrons and other employees while 
getting the work done

The longer you wait, the harder it is to produce outstanding customer 
service.
- WILLIAM H. DAVIDOW


      Meal

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


      Contributing Member of SWON Libraries

$50 


      Friend of SWON Libraries

$50 


      Contributing Member of NEO-RLS, NORWELD, or SERLS

$50 


      Other

$125 

The deadline to register is Monday, March 3rd, 2008



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