It’s no secret, customer service matters! In this course, both internal and external customer service will be covered. The program will help identify the attitudes every employee need to develop for excellent customer service; explain the differences between customer expectations and customer needs; and provide tips on dealing with difficult personalities. The program includes lecture, role playing, and group discussion. This is a half-day (3 hours) program.

• Make library users feel valued every time
• How to say no, and the basics of conflict resolution.
• The benefits of excellent internal customer service and how to build a culture of service excellence.