Your daily interactions with customers are the lifeblood of the library!
In 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.

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.

By the end of this workshop, you will be able to:

• Describe good customer service
• Apply behaviors that ensure good service
• Apply strategies for coping with difficult situations
• Promote customer service to your staff <
• Identify good organizational customer service practices

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

Note: Start time is 9:30, coffee and registration at 9:00
Note: Lunch is included!
Note: Link to Avalon Public Library Homepage
 

Cost: $40. Lunch is included. Coffee/Registration at 9:00 am