Best Customer Service EVER: Cultivating Loyal Library Customers

Event Information
Event Type
Continuing Education - Face-to-Face Presentation
Event Category
Customer Service
CEU Hours

April 1: Parsippany Public Library

April 2: Gloucester County Library System, Mullica Hill Branch


Payment (purchase order or check) payable to LibraryLinkNJ should be sent to:

LibraryLinkNJ, 44 Stelton Rd, Suite 330, Piscataway, NJ 08854

If you have any questions about payment, please contact us at 732-752-7720.


Event Files
Target Audience

All Staff, At Every Kind of Library


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.

Registration Information

60 at each location

Update!  Registration deadline for both locations is now Monday, March 24th, 12 noon.