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PCI Webinar - The Quiet Approach for Serving Customers
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PCI Webinar - The Quiet Approach for Serving Customers

FREE for members ($15/$20) - This interactive and informative program will give attendees the tools that they need to be more successful and in-control in their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.

6/19/2019
When: 06/19/2019
12:30 - 1:30 PM
Where: Online
United States
Contact: 513-751-4422


Online registration is closed.
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The Quiet Approach for Serving Customers

Must register by 6/14/2019

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.
This interactive and informative program will give attendees the tools that they need to be more successful and in-control in their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.


Who should attend?

  • All Library Staff

Competencies Covered:

  • Personal/Interpersonal Competencies
  • Community Relations

Presenter(s):

Andrew Sanderbeck - Andrew has been developing and conducting training programs for libraries and library organizations for more than fifteen 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 a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.


CEUs:

OLC accepts 1 CEU.

KDLA accepts up to CEU.

ISL accepts up to 1 LEU/TLEU.

Price:

FREE for employees of Supporting Member Institutions 
$15 for everyone in Ohio
$20 for everyone else

 

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