This Customer-Centered Workshop is recommended for any library or library system, whose employees interact with customers (patrons) on a regular basis. It deals specifically with attitudes and actions for cultivating customer loyalty with both internal and external customers. It is an extremely interactive workshop, with a variety of hands-on exercises, presented in a manner that makes the session an enjoyable and valuable learning experience. The impact of the program will be reflected in improved employee job satisfaction and greater effectiveness with customers and coworkers.
Workshop 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)
- Telephone & Email Etiquette
Trainer: Steve Wishnack, BA, MS
Steve Wishnack is the founder of Think & Do™ www.thinkanddo.us, an organization dedicated to improving customer relationships and cultivating customer loyalty.
NEFLIN classes are open to library staff in Florida only.
Cost: NEFLIN classes are free of charge for Florida library staff. Registration is required for all classes and NEFLIN members get priority.
Cancellation Deadline is 9 am on Tuesday, July 15.
Otherwise, no show fees may apply. See all NEFLIN CE policies at http://www.neflin.org/cepolicies.