The Art of Saying No to Customers - Webinar (11/28/23)

Perhaps you’ve heard the myth that since the customer is always right, you have to say yes to whatever they want.

News flash! Not only is the customer not always right, there are certainly times when you can and should say no.

But even though the customer is not always right, they are always “the customer.” Interactions with users require trust, respect and focus on the needs of the individual. When we incorporate those aspects of service into our interactions, we develop loyalty. And in today’s “I can find it elsewhere” world, loyalty is at a premium.

In this fast-paced webinar, we’ll help you determine when it’s appropriate to use that important little word. More importantly, you’ll learn how to say no in a way that maintains the loyalty you’ve worked so hard to earn.

In addition, you may even find some tips that can help you say no in other areas of your life!

Virtual Trainer: Linda Bruno

Linda has been developing and conducting training workshops for libraries for more than fifteen years. Her favorite thing to do is to help people become their best selves! That’s why she offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between.

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.