Customer Service at the Library: Cultivating Loyal Library Customers

This customer service webinar is recommended for any staff member who interacts with customers (patrons) on a regular basis. It deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers at the library, and offers a number of specific tools to help make the patron interaction a meaningful and memorable experience.

Learning Objectives

1. Build awareness of customer needs and wants, and the criteria by which they evaluate service performance at the library.
2. Offer tools for improving effectiveness with library customers and building customer loyalty.
3. Provide tips for enhancing personal communication via telephone and email.
4. Reinforce the value of libraries and how positive patron interactions help promote library advocacy.

Topics include:

Why People Stop Coming Back
How Customers Evaluate Service
Healthy Attitudes vs Deadly Attitudes
The Impact of Words- Words to Use vs Words to Lose
The Power of a Smile
The Value of Thank You
Customer MAGIC (Making a Good Impression Counts)

Upon registering for this event, patrons will recieve an Abode Connect link that will allow them to login to the webinar two weeks before the scheduled start time.

Steve Wishnack is the founder of Think & Do. Education and training have been at the heart of Steve’s professional career. Today, his energies are devoted to delivering Think & Do Customer Service Workshops, and Webinars, which help improve employee effectiveness with customers.

Among Steve’s clients are the U.S Postal Service, Hewlett-Packard, Johnson & Johnson, The Marriott Corporation, Fidelity Investments, as well as Municipalities, Libraries and Library Associations nationwide.

Please register on the SWFLN CE calendar at

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