Customer Service is More Than Smiling

When:		Wednesday, April 7, 2010 (9:30 AM - 12:30 PM)
Where:		MLS Meeting Room (Chicago) (In Person, Max: 25)
Cost:		$45.00
Presenter:		Daniel R. Wiseman

• The registration deadline for this event has passed.

• Where do we see good service? What does it look like?
  
• What is our brand? Do we have an image? Do we need a brand?
  
• Why is service excellence important? What are the key skills, policies, processes, and practices that lead to service excellence?
  
• What do we do with unruly or difficult customers? Did we create some of these people? What do we do if we make a mistake (god forbid)?
  
• All customers are not equal? What do different groups expect from the library?
  
• What processes for delivering service need review? How do we communicate with our customer? What are the good and the bad aspects of digital communication? How do we stay in touch?
  
• What next steps do we need to take?
  

  Type:		Program
  CPDU Credits:		3

  Register by: 4/1/2010

  
  

  Documents

  Event Flyer
  

  
  

  Notes
  A minimum of 12 registrations must be received by 14 days prior to the program to avoid cancelation.
  
  Registration MAX: 30
  
  MLS has a 48 hours cancellation policy. Members must contact MLS 48 hours before the event. You are responsible for payment if you do not cancel within that time.
  
  

  
  

  Categories: Customer Service, Consulting & CE

  
  

  This event is sponsored by Metropolitan Library System.

  Last day to cancel registrations is: 2/1/2010

  
  

  Questions? Please contact .

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