BEGIN:VCALENDAR METHOD:PUBLISH PRODID:evanced event management system VERSION:2.0 BEGIN:VEVENT UID:http://host6.evanced.info/southjersey/evanced/eventsignup.asp?ID=54 DTSTAMP:20090121T110251Z DTSTART:20090121T143000Z DTEND:20090121T210000Z TITLE;ENCODING=QUOTED-PRINTABLE:Customer Service Fundamentals SUMMARY;ENCODING=QUOTED-PRINTABLE:Customer Service Fundamentals DESCRIPTION;ENCODING=QUOTED-PRINTABLE:=0D=0A
Your daily interactions with customers are the lifeblood of the library!
=0D=0A=0D=0AIn this workshop, we will discuss five key principles of communication and how they relate to staff/patron interactions, and we will define customer service and the behaviors that boost it from good to exceptional.=0D=0A =0D=0A

=0D=0A In a variety of fun activities, participants will practice: handling difficult situations, using four practical steps for saying "no", active listening, and overcoming defensiveness. In addition to supporting individual service skills, we will discuss how managers can promote good service throughout the library by creating an institutional service attitude and ethic.=0D=0A=0D=0A =0D=0A=0D=0A By the end of this workshop, you will be able to:

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--- Earn 6 Professional Development Hours for attending this program --- 

=0D=0A=0D=0ANote: Start time is 9:30, coffee and registration at 9:00=0D=0A=0D=0ANote: Lunch is included!=0D=0A=0D=0ANote: Link to Avalon Public Library Homepage=0D=0A=0D=0A  LOCATION:South Jersey Regional Library Cooperative at Avalon Public Library URL:http://host6.evanced.info/southjersey/evanced/eventsignup.asp?ID=54 CATEGORIES:SJRLC Contin Ed Workshop END:VEVENT END:VCALENDAR