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Customer Service Circus
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10/14/2015
When: 10/14/15
9:00 AM until 4:30 PM
Where: Boone County Public Library Main Branch
1786 Burlington Pike
Burlington, Kentucky  41005
United States
Contact: Racheal
513-751-4422 x10


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Join us at Boone County Public Library, (1786 Burlington Pike, Burlington, KY 41005) for a full day of Customer Service training. 

Agenda:

9:00 AM to 9:30 AM
Registration and Continental Breakfast
9:30 AM to 9:45 AM
Introduction and Logistics
9:45 AM to 12:00 PM
Customer Service Games: Melanie McDonald & Natalie Ruppert
12:00 PM to 12:45 PM
Boxed Lunch
12:45 PM to 1:15 PM
Technology Triage - Nathan Swartzendruber
1:15 PM to 2:00 PM
Teen-Specific Customer Service - Eden Grey
2:00 PM to 2:15 PM
Break
2:15 PM to 2:45 PM
Differently Abled Specific Customer Service - Jennifer and Dion Spillman
2:45 PM to 3:15 PM
Best Customer Service for Older Adults/Seniors - Diane Katz
3:15 PM to 3:45 PM
Databases to Know - Jay Burton
3:45 PM to 4:15 PM
Idea Share: Customer Service - Each attendee shares their best customer service tip, insight, or method.
4:15 PM to 4:30 PM
Wrap-Up: Feedback Forms and Gifts

Program Descriptions

Customer Service Games: Join Melanie and Natalie as they lead off the day with a series of quick, fun activities that will get your customer service juices flowing. We'll tackle keeping your attitude up, serving people very different from you, working with your best assets, body language, establishing rapport and more! You'll have more tools in your toolbox and more ways to handle those challenging situations. Appropriate for anyone dealing with external or internal customers.

Best Customer Service for Older Adults/Seniors: Diane will focus on communication skills. While a younger clientele may prefer self-help kiosks and accessible technology, seniors may need more direct interaction and one-on-one service. Clear verbal and written instruction is key in communicating information to older adults, along with some patience, humor, and respect.

Technology Triage: In this session, you'll learn how to troubleshoot technology issues by breaking them down into the individual links in a chain. Test the links, and you can usually discover where something is broken. You'll also learn to look for work-arounds: try a different cable, or a different browser, or a different computer. If you can get them past their roadblock, even if you didn't fix what wasn't working, that's a tech support success.

Teen Specific Customer Service: Learn tips and tricks for providing the best customer service to teen patrons. Be prepared to participate in fun, interactive role-playing scenarios that will provide you with practical skills and experiences to best serve the teens at your library.

Differently Abled Specific Customer Service: Do you struggle with knowing how to serve differently abled patrons who come to your library?  Differently abled is a term that refers to either handicapped or disabled people. Jennifer Spillman from Dayton Metro Library and Dion Spillman from Abilities First will discuss the current issues surrounding the differently abled population and how best to serve them with grace and understanding.

Speaker Biographies

Diane Katz: Diane Katz refuses to believe she is approaching the Older Adults category, although she admits that she graduated with her MLS from the University of Kentucky in 1982.  She spent a few years at Wright State University, then began a seventeen-year stint at the Cincinnati Public Library where she worked in a variety of reference positions.  She is currently the Adult Outreach Services Librarian at the Campbell County Public Library in Newport, Kentucky and spends her days keeping patrons even more demanding than herself reasonably happy.

Nathan Swartzendruber: Nathan joined SWON as its Technology Educator in 2011. As well as teaching about tech, like how to use SWON's 3D printer or how to code HTML and CSS, he keeps SWON's technology running. 

Eden Grey: Eden Grey is the Teen Librarian at the Erlanger branch of the Kenton County Public Library system. When she's not at the library Eden enjoys cosplay, writing, hiking, and fulfilling the unreasonable demands of her 4 year-old dachshund.

Natalie Ruppert: Natalie Ruppert is the Circulation Supervisor of the Erlanger Branch of the Kenton County Public Library. Prior to that, Natalie served as Reference Librarian at the KCPL Covington Branch, where she coordinated the system’s Job Search Central Program. Natalie received the Margaret E. Willis Award for Community Service for helping patrons find jobs & explore careers from the Kentucky Public Library Association in 2014. Natalie worked in the paper & printing industries in the Boston area, before moving to NKY with her husband. After serving as president of several community boards, she decided to pursue a new role herself and received her MLIS from the University of Kentucky in 2005. Natalie enjoys traveling to Florida and California to visit her two daughters.

Jay Burton: Jay Burton is the Director of SERLS (South East Regional Library System) and has been for 5 years. Prior to that, Jay was an elementary teacher for 10 years. He worked in libraries in Utah. Jay then moved to Ohio where he started to work in prison libraries. He then worked 17 years at the State Library of Ohio while simultaneously working part-time at the Columbus Metro Library.

Melanie Blau McDonald: Melanie Blau McDonald joined SWON in 2011 as Executive Director. Along with the Executive Board she has led the change in SWON's services and structure to better serve the current needs of our region's libraries. She earned her MLIS from the University of Illinois in 2006 after an extensive business career. Each year she visits libraries of all types, all over our region, talking with directors and asking questions of staff, admiring their work and sharing what she's seen in her SWON Visits blog.

Jennifer & Dion Spillman: Jennifer Spillman has been serving patrons in libraries, both public and academic, for over 15 years.  She currently works for Dayton Metro Library as Manager of Adult Services and is also responsible for system-wide adult programming for a 21 branch system.  She holds a BS in Management, a Minor in Business Administration, and a Masters in Library and Information Science. 
 
Dion Spillman has been serving developmentally disabled persons for over 25 years.  He currently works for Abilities First as the Director of Residential Services where he directs the care of and advocates for those with special needs.  He holds a BS in Community Health Services and a Masters in Health Administration.  

Gifts:

You will have a choice of either a mug with a lid, a glass, a sunshade, or a photo frame.

Food:

Continental Breakfast and Boxed Lunch will be provided! We will have bagels, fresh fruit tray, muffins and coffee for breakfast. We will have a choice of BLT Wrap, Fajita Chicken, Caprese Sandwich, and Greek Salad for lunch. You can choose what you want for lunch during the registration process. Special diets will be accommodated.

Price:

Employees of Supporting Member Libraries: $35.00

Geographic Libraries: $50.00

Out-of-State Libraries: $55.00

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