BEGIN:VCALENDAR
VERSION:2.0
CALSCALE:GREGORIAN
METHOD:PUBLISH
PRODID://NEOL//211866
BEGIN:VEVENT
DTSTAMP:20260508T161135
VTIMEZONE:America/New_York
DTSTART:20210415T140000Z
DTEND:20210415T150000Z
UID:211866
SUMMARY:An Empathic Approach to Customer Service Training
LOCATION:Online, Via Zoom
DESCRIPTION:An Empathic Approach to Customer Service Training\n\n04/15/21 10:00 AM EST\n - 04/15/21 11:00 AM EST\Description:\nThis presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.\n \nLearning Objectives:\n\n	Understand how your emotional responses influence patron interactions and several tools you can use to create more positive results\n	Identify at least one of your own implicit biases and understand how it can affect the customer service you offer\n	Tell at least one personal story about customer service that can be used to improve customer service in your own library\n\nPresenter:\n\nMolly Meyers LaBadie has been in Libraries since 2001.  She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.\Details:\nWho Should Attend:  Anyone interested in empathic customer service\nCompetency:  Customer Service and Training\n\nNon-Member Cost:      $40\nNEO-RLS Bronze Member/\nNORWELD, SERLS, SWON Member Cost:  $24\nNEO-RLS Silver Member Cost:   FREE\nNEO-RLS Gold Member 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\nIt’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.\Location:\nOnline\nVia Zoom\n,
X-ALT-DESC;FMTTYPE=text/html:An Empathic Approach to Customer Service Training<br /><br />04/15/21 10:00 AM EST - 04/15/21 11:00 AM EST<br />Description:<br /><img alt="" src="https://neo-rls.org/photos/76157_06022021143636.jpg" style="margin: 5px 15px; float: left; width: 100px;" width="100" />This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.<br />
&nbsp;<br />
<strong>Learning Objectives:</strong>
<ul>
	<li>Understand how your emotional responses influence patron interactions and several tools you can use to create more positive results</li>
	<li>Identify at least one of your own implicit biases and understand how it can affect the customer service you offer</li>
	<li>Tell at least one personal story about customer service that can be used to improve customer service in your own library</li>
</ul>
<strong>Presenter:</strong><br />
<br />
<em><img alt="" src="https://neo-rls.org/photos/67738_10202020091559.jpg" style="margin: 5px; float: left; width: 100px;" width="100" />Molly Meyers LaBadie </em>has been in Libraries since 2001.&nbsp; She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.<br />Details:<br />Who Should Attend:&nbsp; Anyone interested in empathic customer service<br />
Competency:&nbsp; Customer Service and Training<br />
<br />
<font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2"><font face="Verdana" size="2">Non-Member Cost: &nbsp; &nbsp;&nbsp; $40<br />
NEO-RLS&nbsp;Bronze Member/<br />
NORWELD, SERLS, SWON&nbsp;Member Cost:&nbsp; $24<br />
NEO-RLS Silver Member Cost:&nbsp; &nbsp;FREE<br />
NEO-RLS Gold Member Cost:&nbsp; &nbsp; FREE</font></font></font></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.<br />
<br />
<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><br />Location:<br />Online<br />Via Zoom<br />,  
PRIORITY:3
TRANSP:TRANSPARENT
BEGIN:VALARM
TRIGGER:-PT5M
ACTION:DISPLAY
DESCRIPTION:Reminder
END:VALARM
END:VEVENT
END:VCALENDAR