Next Level Customer Service: From Service to Inspiration -
Fleming Island (03/27/19)

While many organizations promise to deliver an incredible customer experience, some are better at delivering than others. This workshop examines the critical elements of customer service that, when the library lives them, bring customers back to experience service that outdoes the competition. By the end of this program, participants will be prepared to live the look and sound of great service.

Objectives

• Demonstrate a customer service approach
• Understand how your own behavior affects the behavior of others
• Demonstrate confidence and skill as a problem solver
• Apply techniques to deal with difficult customers
• Explain branded customer service
• Identify service touchpoints
• Understand how to embed great service behaviors into the library's daily operations

Trainer: Jay Turner, Success Coach @EduJay, LLC

Jay Turner is a long-time librarian, speaker, consultant, and success coach at his consulting firm, EduJay LLC. He began his career in public libraries as a teenager shelving books, and over the next two decades, he operated in a myriad of public service and administrative roles. Jay has served on the board of directors for the Public Library Association, been recognized by Library Journal as a Mover and Shaker, and received the Nix Jones Award for substantial contributions to libraries. Along with a distinguished career in libraries, Jay has used his expertise to administer executive development and leadership develop programs, implement multi-million dollar learning management system projects, and coach scores of individuals from various walks of life. He champions cost-effective, results-driven learning solutions for libraries and other non-profit organizations with EduJay LLC.

Cost: NEFLIN classes are free of charge for Florida library staff.  Registration is required for all classes and NEFLIN members get priority.