BEGIN:VCALENDAR
VERSION:2.0
CALSCALE:GREGORIAN
METHOD:PUBLISH
PRODID://NEOL//193809
BEGIN:VEVENT
DTSTAMP:20260417T111031
VTIMEZONE:America/New_York
DTSTART:20200603T140000Z
DTEND:20200603T150000Z
UID:193809
SUMMARY:Customer Service on the Telephone and by Email
LOCATION:Online via Adobe Connect
DESCRIPTION:Customer Service on the Telephone and by Email\n\n06/03/20 10:00 AM EST\n - 06/03/20 11:00 AM EST\Description:\nCommunicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual’s body language, messages can lose clarity and meanings can be easily misinterpreted. When clarity and understanding are lost, the communication can be frustrating for both the customer and the employee.\n\nThis interactive and informative webinar will explore best practices in creating positive experiences with customers on the phone and via email. Attendees will learn techniques for redirecting conversations that are off point, going nowhere fast and to help diffuse situations that are becoming, angry, hostile and                               threatening.\n\nLearning Objectives:\n\n\n	The Do’s and Don’ts of effective email communication\n	The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated\n	5 things to remember and practice when talking with a customer on the phone\n\n\nPresenter:  \n\nAndrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.\n\Details:\nWho should attend:  Anyone interested in better telephone and email skills\nCompetencies:  Customer Service\n\nGEO Cost:      $40\nBronze Cost:  $24\nSilver Cost:    FREE\nGold Cost:      FREE\n\nCan't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.\n\nThis event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.\n\nIt’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.\n\n \Location:\nOnline via Adobe Connect\n\n,
X-ALT-DESC;FMTTYPE=text/html:Customer Service on the Telephone and by Email<br /><br />06/03/20 10:00 AM EST - 06/03/20 11:00 AM EST<br />Description:<br /><p><img alt="" src="https://neo-rls.org/photos/CSABrand2020.png" style="margin: 5px; float: left; width: 100px;" width="100" />Communicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual&rsquo;s body language, messages can lose clarity and meanings can be easily misinterpreted. When clarity and understanding are lost, the communication can be frustrating for both the customer and the employee.</p>

<p>This interactive and informative webinar will explore best practices in creating positive experiences with customers on the phone and via email. Attendees will learn techniques for redirecting conversations that are off point, going nowhere fast and to help diffuse situations that are becoming, angry, hostile and &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;threatening.</p>

<p><strong>Learning Objectives:</strong></p>

<ul>
	<li>The Do&rsquo;s and Don&rsquo;ts of effective email communication</li>
	<li>The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated</li>
	<li>5 things to remember and practice when talking with a customer on the phone</li>
</ul>

<p><strong>Presenter:&nbsp;&nbsp;</strong><br />
<br />
<em>Andrew&nbsp;Sanderbeck </em>has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.&nbsp;&nbsp;He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.</p>
<br />Details:<br /><font face="Verdana" size="2"><font face="Verdana" size="2">Who should attend:&nbsp; Anyone interested in better telephone and email skills<br />
Competencies:&nbsp; Customer Service<br />
<br />
GEO Cost: &nbsp; &nbsp;&nbsp; $40<br />
Bronze Cost:&nbsp; $24<br />
Silver Cost:&nbsp;&nbsp;&nbsp; FREE<br />
Gold Cost:&nbsp; &nbsp; &nbsp; FREE</font><br />
<br />
Can't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.</font><br />
<br />
<strong><em>This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.</em></strong><br />
<br />
<font face="Verdana" size="2"><font face="Verdana" size="2"><strong><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><em>It&rsquo;s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.</em></font></font></font></font></font></strong></font></font><br />
<br />
&nbsp;<br />Location:<br />Online via Adobe Connect<br /><br />,  
PRIORITY:3
TRANSP:TRANSPARENT
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ACTION:DISPLAY
DESCRIPTION:Reminder
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