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.
Build awareness of customer needs and wants, and the criteria by which they evaluate service performance at the library.
Offer tools for improving effectiveness with library customers and building customer loyalty.
Provide tips for enhancing personal communication via telephone and email.
Reinforce the value of libraries and how positive patron interactions help promote library advocacy.
Steve founded Think & Do in 1989 after a 25 year career as an educator, trainer and business consultant. He has worked with a wide variety of clients from international organizations like Hewlett-Packard, Johnson & Johnson and the Marriott Corporation to municipalities and libraries nationwide. Steve’s passion is to help organizations cultivate customer relationships by offering products and services that promote, reinforce and enrich a customer-centered culture.
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.