[Baynet] Infopeople's workshop "Fully Engaged Customer Service"

Tue Dec 23 09:47:54 PST 2008

Inez,
Do we still have money for staff training?
This would be a good workshop - and it will be held at SFPL.

Sharon

Sharon Miller
Head of Public Services
Mechanics' Institute Library
57 Post St.  San Francisco, CA 94104
415-393-0113   www.milibrary.org
email: smiller at milibrary.org

  -----Original Message-----
  From: baynet-bounces at isaac.exploratorium.edu
[mailto:baynet-bounces at isaac.exploratorium.edu]On Behalf Of Linda Rodenspiel
  Sent: Monday, December 22, 2008 4:35 PM
  To: baynet at exploratorium.edu
  Subject: [Baynet] Infopeople's workshop "Fully Engaged Customer Service"

  Since some people who may be interested in participating might not receive
this notice directly, we would appreciate it if you would print and post or
route this announcement to staff and colleagues. Thanks!

  Title:  Fully Engaged Customer Service

  Dates and locations:

  Monday, February 9, Alameda County Library, Fremont

  Thursday, February 19, San Francisco Public Library

  Tuesday, March 17, Buena Park Library District

  Wednesday, March 18, San Diego County Library Headquarters

  Wednesday, April 1, Fresno Woodward Park Library

  To register for this workshop:  Use the online registration form at

  http://infopeople.org/workshop/416

  Fee: There is a $75 fee for this workshop.

  Smart libraries put their customers first. Infopeople has long been a
leader in library customer service training, and this exciting new workshop
offers an opportunity to move your own customer service techniques up to a
new level. As the economic downturn increases library use AND decreases
staff resources, it is vital that everyone work as productively as possible.
Whether you spend most of your time on the front lines or primarily serve
internal customers, your ability to handle your workload will be enhanced
when you learn how to complete customer interactions successfully at the
first point of contact, while cultivating a positive attitude and keeping
stress levels to a minimum.

  Improving customer service outcomes requires moving beyond old habits to
create a lasting change in behavior. This course employs an immersive,
experiential learning environment, initially developed and tested in
collaboration with San Jose Public Library. In this safe and friendly
environment you will practice simple, powerful techniques for improving

  . Eye contact

  . Facial expression and body language

  . Tone of voice

  . Availability to customers,

  . Assessment of customer needs, and

  . Quality of information provided.

  Completing this course will help you handle more interactions with
customers by empowering them to do more for themselves, while increasing
their knowledge of your offerings and their satisfaction with the library
experience.

  Workshop Description: In this all day workshop you will practice and
experience how to enhance service through being fully engaged to create a
win-win experience that saves time for both you and the customer. The skills
can be used with both internal and external customers and many of the
activities can be brought back immediately and used to train your staff.

  Pre-workshop assignment: Each attendee will be expected to spend from 15
minutes to half an hour visiting a library where they don't know the staff
to experience a library from the customer's perspective. A short worksheet
will be sent out 2 weeks prior to class to remind attendees of this
pre-workshop assignment. The worksheet will include directions about what to
observe and what questions to ask during your library visit.

  Preliminary Course Outline

  . Elements of a Fully Engaged Customer Service Interaction

  Three main parts of a customer interaction

  The library customer experience

  "Why don't they just ask their question"

  How to make yourself approachable

  . Parts Of Us That Communicate

  Posture, gesture, facial expression

  What goes on between two people

  Who's got the power

  . Make the Connection

  How to listen when you're distracted

  Questioning and rephrasing to be sure you have it right

  Empower customers to self-serve for future visits

  Teach them about related library programs or services

  . Close the interaction

  What does it take to make a customer feel satisfied

  Good solid closing phrases

  Instructor:  Cheryl Gould.  Cheryl has been a training consultant for
Infopeople since 1996. She has delivered workshops on a wide range of
topics. Recent additions to her toolbox include helping organize library
staff days and acting as MC and playground director throughout the day to
facilitate people getting to know each other, have a bit of fun and stay
energized. Cheryl has worked with over 100 different instructors to create
workshops on more than 150 different topics of interest to California
libraries. Her current role as Training Consultant for Infopeople keeps her
involved in all of the Infopeople workshops and allows her to not only
spread the gospel of strong training techniques, but to keep current on
what's going on in libraries around the state.

  Who Should Attend: Anyone from the California library community with an
interest in providing good customer service whether to internal or external
customers.

  Prerequisites: None

  If you would like to subscribe via RSS and be notified whenever new
Infopeople training events are available, you can use these links:

  **For new on-ground or online workshops:
http://infopeople.org/workshop/rss

  **For new podcasts: http://feeds.feedburner.com/InfopeoplePodcasts

  Other Logistics:

  *On-site check-in is from 8:30-9:00 AM; instruction is from 9:00 AM-4:30
PM.

  *Maps, directions, and parking information are available on the Infopeople
Web site at

  http://infopeople.org/workshop/location .  Infopeople does not validate or
pay for parking.

  *Infopeople does not provide refreshments or lunch.  Since some training
locations do not have in-house or convenient food service.  Infopeople
recommends that participants bring a sack lunch.

  To view a complete list of Infopeople workshops and for general
information about Infopeople training opportunities, go to the main
Infopeople Workshops page at http://infopeople.org/WS/workshop .

  If you have questions about registration or scheduling of workshops,
please contact Linda Rodenspiel, the Infopeople Project Assistant, at
assist at infopeople.org or by phone at 650-578-9685.

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