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Customer Service AMA (Ask Me Anything)

Customer Service AMA (Ask Me Anything)

 

Do you find interactions with customers to be one of the bigger challenges and delights of working in your library? Customer behaviors run the scale from pleasant to neutral to well, outrageously bad. And for the people working in customer service and those that supervise and manage them, working with the public can indeed be as Forest Gump said “like a box of chocolates…you never know what you’re going to get.”

Participants in this interactive webinar will learn customer service tips and tricks from Andrew and will share among themselves. Topics for discussion include:

• Specific verbiage to use with customers
• The “new and better ways” to ask ‘Can I Help You?’
• Approaches to working with challenging customer situations
• Ways to improve the customer experience
• How to stay fresh and refresh in a customer service position
• Ways to build customer relationships

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Original broadcast January 16, 2020

Biography ~ Andrew Sanderbeck
Andrew has experienced life as a commercial disc jockey, retail manager, corporate training manager and an adjunct professor. Today, he thrives as an introverted entrepreneur, spouse, parent and grandparent who loves animals, people, books, music, spiritual conversation, quiet time and travel. (The order varies from day to day)

People tell Andrew that they love his inspirational online publication, The Friday News Minute – which like Andrew, does not go out every Friday.

The New Basics of Professional Customer Service

The New Basics of Professional Customer Service

 

 

The landscape of what customers expect in professional customer service from organizations continues to change at a frantic pace. What was “good enough” yesterday, likely is “bad enough” to lose a customer today.

While we can’t ignore the impact and benefits of the online experience and their impact on how customers view “human-less service”, the need for organizations to provide professional customer service experiences continues to differentiate the organizations that create loyal customers and fans, versus those that get-by, survive and potentially even fail.

This interactive and informative program explores two critical customer service competencies:
1. Professional customer service expectations from the eyes of the customer and;
2. A road map to creating new internal professional customer service expectations for your organization

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Original broadcast January 7, 2020

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty 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.

No, The Customer Isn’t Always Right

No, The Customer Isn’t Always Right

 

Anyone who has ever served a customer has been told that “The Customer is Always Right”. Even though we know the customer isn’t always right, (they lie, steal, manipulate etc.) it is important to remember that “the customer is always the customer”. The question to consider: “Is this a customer we want in our library?”
As libraries continue to strive deliver excellent customer service and experiences, they must remember to focus on the needs of the internal customer (their employees) too, because a library without great people is a loss to its campus and community.
This interactive and informative webinar for managers and supervisors will focus on creating a library workspace experience that customers and employees will enjoy.

Participants will learn:
• To Determine if a Customer is Worth Keeping
• When to Fire a Customer
• How to Focus on Attracting the “Right” Customers
• Best Practices of Employee First Companies

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Original broadcast June 27, 2019

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty 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.

Planning and Implementing a Fine-Free Policy

Planning and Implementing a Fine-Free Policy

Libraries are ready for a change! Our academic library went fine free in 2016, and we’re not alone. In this informative and interactive program, we will share why and how we managed to eliminate most overdue fines, aligning our circulation policies with the needs of our most frequent users.

The focus of the webinar will be on planning and implementation of a fine free library. Policies and methods from public libraries will also be included! Join us to find out why your best new policy might be to stop collecting fines.

Takeaways from this program include:

Learning which policy changes make going fine free work best
Fully consider the circulation processes affected by the change
Planning outreach to your staff and community

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Original broadcast May 7, 2019

Biography ~ Karen Ryan
Karen Ryan has worked in library access services, both public and academic, for 22 years. She is the Circulation and Reserves Coordinator at Hollins University. She currently runs the circulation and reserves department, oversees the Wyndham Robertson Library side of co-lending with our partner Roanoke College’s Fintel Library, coordinates the work study program within various departments of the library, and supervises 24+ undergraduate work study students within the circulation department. In 2016, she worked with Maryke Barber to plan and execute a fine free initiative within our campus libraries and with our partner, Fintel Library.

Biography ~ Maryke Barber
Maryke Barber has worked in libraries for over 20 years. She is Public Services and Arts Liaison Librarian at Hollins University. Her current work includes reference, instruction, collection development and administration; previously, she has also worked in government documents, film cataloging, and gifts & acquisitions. In 2016, she initiated Hollins’ transition to eliminate fines along with the school’s partner library at Roanoke College.

Creating Boundaries with Patrons

Creating Boundaries with Patrons

The Pareto Principle suggests 80 percent of something is caused or is affected by 20 percent of something else. Pareto was an Italian economist who saw that 80 percent of the peas in his garden came from only 20 percent of his pea pods. And 20 percent of his chickens laid 80 percent of his eggs. You get the idea. When it comes to the behaviors of certain library patrons (let’s call them Archetypes), we can say that 20 percent of this list of 12 can burn up 80 percent of your staff time, cause 80 percent of your conflicts, or create 80 percent of the staff discomfort level. We can create stereotypical behavioral profiles of these 12 who can make being a library staff member challenging.

This webinar looks at the behavioral patterns and conduct issues of these 12 patrons. It offers realistic tools on how to help them and cope with their idiosyncrasies, demands, and quirks.
The Patron with 1,000 Questions
The Sexually Harassing Patron
The Staking Patron
The Lonely Patron
The Entitled and Rude Patron
The Tweenaged Patron
The Technologically-Confused Patron
The Elderly or Disabled Patron
The Patron Who Misses the “Old Days” at the Library
The Patron Who Monopolizes Staff Time
The Patron Who Expects Too Much of Staff
The Patron Who Hogs or Misuses the Internet

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Original broadcast February 5, 2019

Biography ~ Dr. Steve Albrecht
Since 1987, Dr. Steve Albrecht has consulted and trained on issues related to HR and security issues, team performance, conflict reduction, and social intelligence. His Colorado-based firm specializes in performance-improvement training, coaching, and leadership skills.He has consulted with Fortune 500 firms, banks, utilities, hospitals, colleges and universities, aerospace, the military, fire and law enforcement, and city and county governments in the U.S. and Canada.

He has worked as a trainer and consultant for the 122-city California Joint Powers Insurance Authority and CSAC-EIA, which covers all 58 California counties, since 1999.

20 Ways to Build Customer Relationships in 60 Minutes

20 Ways to Build Customer Relationships in 60 Minutes

 

Take a moment to consider what your organization would be like if you didn’t build relationships with your customers, employees, shareholders, vendors etc.

It’s very likely you wouldn’t have an organization or business at all. Why? Because people, not architecture, computers or fancy marketing slogans make or break a business.

This interactive and informative webinar will focus on 20 Ways to Build and Strengthen Your Customer Relationships including the number one missed opportunity that almost business or organization fails to take advantage of almost every day.

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Original broadcast January 29, 2019 

Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten 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 the founder of the PCI Webinars.

Helping Seniors With Their Tech

Helping Seniors With Their Tech

 

Increasingly, seniors are being brought into the digital age and frustration seems to be a common refrain from the “”Baby Boomers”” when it comes to their devices.  Learning new strategies to assist seniors with this new technology is always a challenge for libraries, but with some fun and entertaining approaches, this process can be relatively painless and actually a great learning experience for librarians as well as the seniors.  Learn about interesting tips & strategies to teach technology to seniors without the frustration that comes from traditional methods.

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Original broadcast January 30, 2019

Biography ~ Chris DeCristofaro
Chris DeCristofaro is the Technology Librarian at the Sachem Public Library in Holbrook, New York. Chris the creator and co-host of the podcast “The Library Pros”, a podcast that discusses libraries and technology. The podcast has had over 5,000 downloads in 18 months and has been downloaded in all 50 states and 22 countries around the world. Chris has been a librarian since 2002 working in several libraries across Suffolk County New York. He has been a speaker at various conferences and seminars and is currently the President of the “Computer and Technical Services Division of the Suffolk County Library Association” and hosts a monthly meeting discussing libraries and tech with colleagues from across Long Island.

Simple and Powerful Customer Service Tips

Simple and Powerful Customer Service Tips

 

Can you think of an organization that doesn’t depend on patrons to be successful?  Of course not!  In fact, a significant amount of your time in your daily work is most likely tied to keeping your patrons happy and satisfied.  

Smart organizations are continuously sharpening their tools to be able to provide the best service possible and smart patrons recognize good customer service when they see it. This interactive and informative program will focus on customer service tips that will show you how to make your patrons happy and keep them coming back for more!

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Original broadcast March 21, 2019

Biography ~ Tonya Snider
Tonya is the founder and CEO of tenBiz, Inc. She oversees the marketing and strategic development aspects of the firm, while also working directly with clients. She specializes in business strategy, marketing and project management and helps companies grow, streamline and make significant improvements to their bottom line. Before becoming a full-time entrepreneur, Tonya trained and consulted hundreds of businesses in the economic development sector, was a commercial lender and developed entrepreneurship curricula and trainings for a state-wide non-profit organization. Tonya is also a part-time professor of Business Management at Western Carolina University. She has worked directly in the non-profit, for-profit and education sectors and has a passion for “all things business” and helping people reach their goals.

PCI Q & A Program with Captain H.A. Harry Katt (Ret.) – Ask the Expert About Library Safety and Security

PCI Q & A Program with Captain H.A. Harry Katt (Ret.) – Ask the Expert About Library Safety and Security

 

Most crime prevention experts will attest that there is no “silver bullet” that can guarantee a safe working environment. Because we live and work in very dynamic environments facing unpredictable challenges, factors and behaviors, we must be ever cognizant of our surroundings, consistently practice safe smart habits and learn to respect our intuition when it signals trouble.
We must also understand our role, responsibilities and ability in such a given situation and be prepared to respond accordingly.
In this interactive Question and Answer program with Captain Harry Katt, he will answer your questions and provide guidance on safety and security issues that libraries face every day.

Submit your questions to Captain Harry Katt before the program by email at 4rceoptions@gmail.com. Please include “December 20th webinar” in the subject line of your email.

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Original broadcast December 21, 2018

Captain H.A. Harry Katt (Ret.) ~ Biography
Captain H.A. Harry Katt (Ret.) has over thirty years of law enforcement experience and training. Over the course of his career he has developed a keen insight on personal safety, situational awareness and human behavior in the workplace.

The vast majority of his police experience was in operational field components policing neighborhoods where calls for service were frequent and customer service, personal safety and situational awareness skills were always a priority as they should be for all public servants.
It was on the streets, the back alleys and the door steps where he learned the true value of observation, communication, de-escalation and knowing your options. The same core values he shares with his clients and audiences.

The Quiet Approach to Serving Customers

The Quiet Approach to Serving Customers

 

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.

Original broadcast October 2, 2018

Andrew Sanderbeck ~ Biography
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.

 

Florida Library Webinars will be closed on Monday January the 20th in observance of Martin Luther King Jr. Day!