Customer Service from the Inside Out - Webinar (03/29/2023)

Have you ever been in an establishment where you could feel the tension of the employees? Or perhaps you could see them stomping around or hear them “harrumphing” as they went about their business. Whichever signal they were sending to give you a clue about their dissatisfaction, chances are that clue was at least in part due to a lack of internal customer service.

But what is “internal” customer service? Aren’t our customers from the outside? Most are, of course. But we can’t serve those outside customers unless we are working to serve our internal customers as well.

In this one-hour session, we’ll define internal customer service – what it is and who’s involved. Then we’ll brainstorm best practices to make sure our internal customer service is as good as it can be!

Virtual Trainer: Linda Bruno

Linda has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She develops her workshops based on solid research and – more importantly – real-life application. Linda is also certified with DDI and Achieve Global.

This is an online class. Access information will be emailed one week ahead.

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

This project was funded either under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services or the Library Cooperative Grant program. Florida’s LSTA and LCG programs are administered by the Department of State’s Division of Library and Information Services.

For FY2022-23, the total state and federal budgets for NEFLIN's programs are $688,109. 42% of the total costs ($288,109) are supported by federal funds, and 58% of this program ($400,000) is supported by state funds.