Isn’t it wonderful when we can offer our customers the latest in programming and technology? They love it – and so do we! And yet…even when we offer the “latest and greatest,” that doesn’t guarantee a delighted customer.
Of course, we should still strive to stay competitive in today’s fast-changing environment, but maybe we need to occasionally step back and see how we actually deliver our services through our customers’ eyes.
So what do our customers really want? In many cases, it’s the simple basic courtesies and attitudes that will bring our customers back time after time. After all, they can find information and entertainment in a myriad of places these days – places that are actually competing with our libraries. But can those places make your customer feel valued and appreciated? Maybe…maybe not. But you definitely can!
In this 90-minute webinar, we’ll talk about getting back to basics. As the old saying goes, “it’s not rocket science,” but sometimes we just need a little time to reflect on how our customers “see” us. We’ll discuss how – when we get back to basics – we promote a positive image for our library so that, not only do our customers feel appreciated, they’ll appreciate us right back!
Instructor: Linda Bruno
With programs on a wide variety of topics such as customer service, supervisory skills, communication, emotional intelligence, and personalities (along with many others), Linda develops and conducts training for clients across the United States. She is also a certified facilitator for the well-respected talent management firm, DDI (Development Dimensions International).
Competency Index for the Library Field: Essential Library Competencies
Skill Level: IntroductIon