Customer Service Fundamentals with Luisa Paster

Register here

or call the office 732-409-6484 or email carol at cjrlc dot org.

Description:

In this workshop participants will consider how their daily patron interactions support the service mission of the library.  We will define customer service and the behaviors that boost it from good to exceptional.  We will discuss five key principles of communication and how they relate to staff/patron interactions.   In a variety of fun activities, participants will practice handling difficult situations, using four practical steps for saying "no" and active listening techniques.  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.

Workshop Objectives

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