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Rediscovering the Lost Art of Customer Service

Event Type: Face-to-Face
Date: 7/22/2014
Start Time: 9:00 AM
End Time: 4:00 PM
Description:
 Have you noticed lately that Customer Service has become nearly extinct? Here’s your opportunity to learn how to set yourself apart from the competition – and there is competition!

You’ll learn how to deliver exceptional customer service by...

*Uncovering what our customers really want
*Understanding the difference between a process and a procedure
*Learning just what you SHOULD say to your customers – and what they really don’t want to hear
*Improving your listening skills
*Understanding communication styles
*Unveiling rarely-used techniques that will nurture your customer relationships
*Delving into the four basic personality styles – who are they and
why it matters

And in the rare instance (!) that you encounter a somewhat difficult customer, you’ll learn specific steps to take to satisfy that customer, as well as ways to combat the stress that sometimes accompanies those encounters.

Don’t miss this opportunity to “be the best you can be”!

Academic Library staff will be interested in this workshop because even when we think of them as patrons, we may not always think of our students as “customers” – but that’s exactly what they are.

Public Library staff will find this training beneficial because every person we meet is unique and these tips and techniques can help ensure a smooth customer service experience with each and every patron.

School Librarians and Media Specialists will enjoy this training because it will help them understand communication styles so that they can serve their patrons better.

Special Libraries will be interested in this workshop because it will help them be better listeners – and everyone can benefit from better listening skills.

Location: SWFLN Office: 13120 Westlinks Terrace, Unit 3 Fort Myers, FL 33913 (239) 313-6338
Registration Ends: 7/15/2014 at 12:00 AM
Other Information:
 Linda Bruno has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Returning Balance – and lots of areas in between! Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She develops her workshops based on solid research and – more importantly – real-life application. Linda is also certified with DDI and Achieve Global.
Contact: Jose Rodriguez-Valdes
Contact Number: (239) 313-6338
Presenter: Linda Bruno
Status: Closed


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