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

Tue Jan 6 08:23:03 PST 2009

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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