[OPLINLIST] Emotional Customer Service: Making the Connection with Patrons-A Live and Inter-Active WebEX in Blue Ash

[SWON Libraries]

*This announcement has been posted to several lists.  Our apologies for 
any duplication.
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*


  Emotional Customer Service: Making the Connection with Patrons-A Live
  and Inter-Active WebEX
  <http://www.swonlibraries.org/register?a=selectmember&id=1349&rate=cost1&sponsor=SouthWest%20Ohio%20and%20Neighboring%20Libraries>


      Date

Monday, April 14th, 2008


      Time

1:30 p.m. - 4:00 p.m.


      Location

SWON Libraries Office


      Speaker(s)

Andrew Sanderbeck <http://www.andrewsanderbeck.com/> 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 Web-Ex 
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
. 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
. 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


      Meal

Light snacks will be provided.


      Contributing Member of SWON Libraries

$35 


      Friend of SWON Libraries

$35 


      Contributing Member of NEO-RLS, NORWELD, or SERLS

$35


      Other

$70 

The deadline to register is Friday, April 11th, 2008



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