Customer Service in a Self-Service World - Ocala (02/16/17) 

Service, service, service – it’s quite the buzzword these days, isn’t it?  But how do you give great customer service when your organization is moving toward more and more self-service options for your patrons?  How do you still demonstrate the value of the library in your community, when it seems the “human touch” is being phased out?

In “Customer Service in a Self-Service World,” you’ll learn how to deliver exceptional customer service even when you aren’t actually the one “serving” the customer.  We’ll discuss: 

• Understanding what our customers really want
• The difference between a process and a procedure
• Tips on how to develop trust with your customers
• Just what you SHOULD say to your customers – and what they really don’t want to hear
• How to improve your listening skills when you’ve “heard it all before”
• Rarely-used techniques that will nurture your customer relationships 

And in the rare instance (!)  that you encounter a somewhat difficult customer who may be frustrated by the idea of “self-service” – or anything else, for that matter!  - you’ll learn specific steps to take to satisfy that customer, as well as ways to combat the stress that sometimes accompanies those encounters.

Don’t miss this opportunity to “be the best you can be” – even in a self-service world!

Learning outcomes:

Attendees will

• learn the value of a process in dealing with customers
• discover ways to ensure that customers are getting what they really want
• practice the invaluable art of being an effective listener

Trainer: Linda Bruno, Library Consultant

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.

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