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Event Detail

Customer Service Excellence in Libraries

When:  
Thursday, April 3, 2014 (1:30 PM - 4:30 PM) Export to vCalendar
Where:   RAILS Burr Ridge Main Meeting Room / Videoconference Room (In Person, Max: 40)
Cost:   Free
Presenter:   Diane Decker

  • The registration deadline for this event has passed.

Customer service seems like common sense, yet there are continual challenges to using these skills. In this three hour workshop participants will explore ways to meet and exceed both internal and external customers’ expectations. Other topics include communication skills and ways to interact with challenging or upset customers.

As a result of attending this 3-hour workshop, participants will be able to:

• Explain the importance of excellent customer service
• Clarify the expectations of customers
• Actively listen to customers
• Respectfully use appropriate body language
• Use a positive, professional voice tone during phone and in-person conversations
• Choose words to minimize customers’ frustrations, and say no when needed
• Stay calm and positively influence challenging or upset customers
• Create and implement a follow-up plan based on their training experience

This workshop will be presented by Diane Decker. Diane has been an instructor in the Group Facilitation Certificate Program for DePaul University's Continuing & Professional Education since 2005 and has been on the faculty of the American Management Association since 2008. She is a co-author of First Job Survival Guide: How to Thrive and Advance in Your New Career. She has performed her customer service workshop at several Illinois library in-service days.

Type:   Workshop

Register by: 4/1/2014


Categories: Customer Service, Management Skills/Administration


This event is sponsored by Reaching Across Illinois Library System.

Last day to cancel registrations is: 4/1/2014


Questions? Please contact Joe Filapek.

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