Service, service, service – it’s quite the buzzword these days, isn’t it? But how do you give great customer service when your organization is moving toward more and more self-service options for your patrons? How do you still demonstrate the value of the library in your community, when it seems the “human touch” is being phased out?
In Customer Service in a Self-Service World, you’ll learn how to deliver exceptional customer service even when you aren’t actually the one “serving” the customer. We’ll discuss:
- Understanding the difference between a process and a procedure
- Tips on how to develop trust with your customers
- Just what you SHOULD say to your customers – and what they really don’t want to hear
- Rarely-used techniques that will nurture your customer relationships
And in the rare instance (!) that you encounter a somewhat difficult customer who may be frustrated by the idea of “self-service” – or anything else, for that matter! – you’ll learn specific steps to take to satisfy that customer, 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” – even in a self-service world!
Presented by: Linda Bruno
Registration deadline: 06/1/2012
Staff from Florida libraries may register for this workshop at no charge. Priority will be given to SEFLIN members. Non-members will be placed on a waiting list and added as space permits after the registration deadline.