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

Target Audience

All Staff, At Every Kind of Library


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 Materials

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.