Customer Service: Words to Use, Words to Lose

Some words satisfy customer needs and wants, connecting us in meaningful ways. Other words are negative, destructive, and disconnect us from customers. Learn the importance words have in our interactions with both internal and external library customers. This library-focused session offers specific examples of how words to use can help library staff members be more effective in dealing with real-life, everyday situations.

Learning Objectives:

After participating in this webinar, 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.