Customer Service Webinar @ Central

From: HPL Central Training Room
Sent: Friday, February 24, 2012 3:43 PM
To: HPL Central Training Room; HPL - NL Staff; HPL - Central Services Staff
Subject: ALA - Webinar - How to Deliver Great Library Customer Service
When: Thursday, April 19, 2012 1:30 PM-3:00 PM (UTC-06:00) Central Time (US & Canada).
Where: Central 6th Floor Training Room

 

 

When: Thursday, April 19, 2012 1:30 PM-3:00 PM (UTC-06:00) Central Time (US & Canada).

Where: Central 6th Floor Training Room

 

Note: The GMT offset above does not reflect daylight saving time adjustments.

 

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How to Deliver Great Library Customer Service
with Laurie Brown

Drawing on 20 years’ experience as a trainer and coach, Laurie Brown will show you how to create a welcoming, friendly experience for patrons, students, and other library users. In addition to learning how to fulfill the expectations of the people who use your library, you will also get pointers on listening and communications skills.

Topics include:

• The top 3 customer service qualities for your library and how to achieve them
• Defusing conflict with difficult patrons
• Ensuring that staff makes positive customer experience a priority
• How to question library users effectively

Laurie Brown has more than 20 years’ experience as a trainer, coach and speaker. In addition to customer service, she speaks on developing skills in leadership, presentation, and sales.

 

 

Please access the below link for the preliminary reading material. This preliminary material will help give some context in advance of the instructor’s presentation. This is an excerpt from Laurie Brown’s Book, The Greet Your Customer Manual.

 

http://www.alaeditions.org/preliminary-readings-laurie-brown-workshop

 

 

** Be sure to obtain your managers approval to attend the Library Journal Virtual Tech Summit. Please excuse cross postings/duplicate invites.  I just wanted to make sure I got the information out to everyone!

 

 

Sarah Ortiz

Library Assistant Supervisor

South-Belt Libraries

Houston Public Library

Sarah.Ortiz@houstontx.gov

Please note my new email address**

 

 

This e-mail represents the thoughts and opinions of Sarah Ortiz and does not reflect the policies of Houston Public Library. If you would like to receive periodic emails from Mayor Annise D. Parker on topics of interest to you and your neighborhood, please go to www.houstontx.gov and register with CitizensNet.