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Event Detail

Welcome to Our Library! Delivering Customer Service that Builds Loyal Patron Relationships

When:  
Friday, May 11, 2018 (9:30 AM - 4:30 PM) Export to vCalendar
Where:   Palatine Public Library (In Person, Max: 45)
Cost:   Free
Presenter:   Andrew Sanderbeck

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*This is a full day customer service workshop. There will be a one hour break for lunch on your own. Lunch will NOT be provided.*

Your patrons only care what you know; when they know that you care. The relationships that library staff and management builds with their patrons will be greatly influenced by how the customer feels about their experiences with your library.

In this interactive and informative workshop, we’ll start with Professional Customer Service Skills for both in the building and on the telephone patrons. From there, we’ll share and practice techniques on handling difficult, angry and threatening patron behaviors and discuss ways to simply and more effectively build patron relationships. We’ll finish the day by incorporating mindfulness techniques into our work lives to help each of us to stay balanced and emotionally in control…even when it feels like chaos and stress are running rampant.

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training seminars and web-based programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.

Type:   Program

Notes
*This is a full day customer service workshop. There will be a one hour break for lunch on your own. Lunch will NOT be provided.*


Categories: Academic Libraries, Customer Service, Public Libraries, School Libraries, Special Libraries, Northbrook Area


This event is sponsored by Reaching Across Illinois Library System.

Last day to cancel registrations is: 5/11/2018


Questions? Please contact Louise Svehla.

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