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

Event Name:
The Quiet Approach for Serving Customers

Competency:
Customer Service

Description:
Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests.

It can be especially challenging for those who are more introverted or shy to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.

Learning Objectives:
  • Learn tools that you need to be more successful and in-control in your customer interactions
  • We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking
  • Sharpen the skills needed to handle all customer situations with less anxiety and stress
Presenter:

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:
9/9/2020

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

Location:
Online via Zoom
UNITED STATES

Contact Person:
Melissa Lattanzi
(phone: 3306550531)

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

Non-Member Cost:      $40
NEO-RLS Bronze Member/
NORWELD, SERLS, SWON Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE


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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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9/9/2020


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