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Customer Service: Changing the Focus (01/15) (120 min)
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Education Credit: Self-Paced Learning
Credit Amount: 2
Merchandise Description

This 2-hour webinar was recorded on January 8, 2015.

Library customer service training often focuses on the "problem patron" rather than all of customer service. Disruptive patrons make up only a small portion of the customers served. Creating a holistic customer service culture that serves all of your customers, including staff and other businesses, is key to successful customer service.

 

Topics to be covered:

 

  • What is customer service, really?
  • What the concept of customer service encompasses and how you can weave it into everything you do.
  • How labeling and creating policy and procedure around disruptive patrons sells the rest of your customers short and helps create the so-called "problem patron".
  • “The customer is always right” is wrong.
  • What to do when you really do mess up. Customer service doesn't always mean having to say you are sorry.
  • Looking at the whole organization and staff as customers.

Presented by: Melissa Powell

 

To access  the recording:
After you register for this course, you will receive an email entitled "Course Link for Customer Service: Changing the Focus" containing the course link and handouts, if any.

 

 

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