Best Customer Service EVER: Cultivating Loyal Library Customers

For libraries to thrive as relevant and vital institutions, they must consistently provide quality service that satisfies their customers’ ever-changing needs and expectations. Join Steve Wishnack -- presenter of one of our most popular webinars, Words to Use, Words to Lose -- for an engaging, interactive session to learn about attitudes and actions that help cultivate customer loyalty. This face-to-face, 3-hour customer-centered workshop is recommended for the staff of any library who interact with the public on a regular basis.  

Glowing feedback for Steve’s workshops:

“A new twist on customer service. Made me really think of the words and greetings I use daily.” -- Words to Use, Words to Lose participant

“I already hear a new language of customer service being spoken among staff, and between staff and patrons.” -- Mary Schubart, Director, Islip Public Library, New York

“Best presentation I’ve had on the subject; appreciated learning new words to use and not use; and very relevant to the work we do at the library.”  -- Kristina Casper, Assistant Director, Huntington Public Library, New York

Workshop topics include:

• Healthy Attitudes vs Deadly Attitudes
• The Value of Thank You
• Why People Stop Coming Back
• How Customers Evaluate Service
• The Impact of Words: Words to Use vs Words to Lose
• The Power of a Smile
• Customer MAGIC (Making a Good Impression Counts)
• Telephone & Email Etiquette

After participating in this workshop, you will be able to:

• Identify customer needs and wants, and the criteria by which they evaluate service at the library.

• Illustrate the impact that words have on the effectiveness of service quality at the library.

• Provide practical tools that support and enrich a customer-centered library culture.

For both workshops:

Time: 10 am to 1 pm

Coffee and Registration at 9:30 am.