Library Telephone & Email Etiquette

This session is a sequel to the morning session, “Customer Service at the Library.¨

A major part of a librarians day include task done over the telephone or by email. With technology constantly advancing, it is paramount that libraries remember to keep their communication etiquette at a high priority to avoid miscues. Steve Wishnack will demonstrate simple but effective skills proven to increase any library staff’s performance.

In addition to attendees getting the opportunity to ask Steve Wishnack questions about various scenarios, participants will engage in hands-on exercises that make use of the learnt material.

1.Provide language and tools for greater effectiveness in communicating via telephone and email.
2.Stimulate creative thinking about ways to enhance personal effectiveness with telephone and email communication.
3.Offer opportunities to practice telephone and email skills and techniques.

Steve Wishnack is the founder of Think & Do,,

Education and training have been at the heart of Steve’s professional career.

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

Today, Steve’s energies are devoted to delivering Think & Do Customer Service Workshops, Webinars, and other Online training offerings which help cultivate customer loyalty and improve employee effectiveness with customers.


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