The Impact of Words: Words to Use vs. Words to Lose

The words we use impact the quality of service delivered by library staff. Some words (words to use) satisfy customer needs and wants, connecting us to customers in meaningful ways. Others (words to lose) are negative, destructive, and disconnect us from customers. This webinar reveals the importance words have on our interactions with both internal and external library customers. The session is library focused and offers specific examples of how ‘words to use’ can help library staff members be more effective in dealing with real-life everyday customer situations.

Learning Objectives:
1. Build awareness of customer needs and wants, and the criteria by which they evaluate service at the library.
2. Illustrate the impact that words have on the effectiveness of service quality at the library.
3. Provide practical tools that support and enrich a customer-centered library culture.

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.

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