Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
Customer Service on the Telephone and by Email

Customer Service


Communicating 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.

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                               threatening.

Learning Objectives:

  • The Do’s and Don’ts of effective email communication
  • The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated
  • 5 things to remember and practice when talking with a customer on the phone


Andrew 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.

Event Date:

Event Time:
10:00 AM - 11:00 AM Eastern

Online via Adobe Connect

Contact Person:
Melissa Lattanzi
(phone: 3306550531)

Who should attend:  Anyone interested in better telephone and email skills
Competencies:  Customer Service

GEO Cost:      $40
Bronze Cost:  $24
Silver Cost:    FREE
Gold Cost:      FREE

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.

This event is supported by the State Library of Ohio with federal funds from the Institute of Museum and Library Services.

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