Providing Great Customer Service Without Giving Up or Giving In
A Two-Way Interactive Videoconference
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Opportunity for Virtual Attendance
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Featuring William J. Schroer
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Bill Schroer takes long held myths about customer service and turns them on their head, challenging conventional wisdom and demonstrating how the “Customer is King” philosophy actually hurts the library’s ability to deliver excellent customer service. Bill goes on to show how not only staff may be retrained to think about the expectations they will commit to deliver but customers as well need training in what expectations they may legitimately expect. This 4-hour seminar will be held on August 7, 2008, and will include reframing the concept of customer service, exercises, discussion, and real world solutions to the customer service issues identified by most library staff as persistent and challenging. The WJSchroer Company is a change agent working to assist libraries, corporations, communities, school districts and other organizations change behavior through changes in attitudes, belief systems and values. |
All registrations and billing will be handled by White Pine Library Cooperative. Please do not pre-pay for your registration. White Pine will invoice you for this workshop.
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The conference will also be available online to view at your desktop both the day of the prgram and for 60 days after. .4 ceus will be awarded to online attendees at the cost of $10 for members of the hosting cooperatives or $20 for non-members. You'll need a fast internet connection (384 kbps or better) at your desktop. |