The Art Of Saying No To Patrons

Date(s) - 05/31/2016
10:30 am - 11:30 am



Perhaps you’ve heard the myth that since the customer is always right, you have to say yes to whatever they want.

News flash! Not only is the customer not always right, there are certainly times when you can and should say no.

But even though the customer is not always right, they are always “the customer.” Interactions with users require trust, respect and focus on the needs of the individual. When we incorporate those aspects of service into our interactions, we develop loyalty. And in today’s “I can find it elsewhere”-world, loyalty is at a premium.

In this fast-paced one-hour webinar program, Linda Bruno will help you determine when it’s appropriate to use that vital little word. Even more important, you’ll learn how to say no in a way that maintains the loyalty you’ve worked so hard to earn.

We will discuss:

• Situations that may require a “no”
• Specific ways to present the “no” so your customer is more likely to accept it
• What to do when the “necessary no” results in an unhappy customer

Can’t attend the live event? Register over here for access to the recording, made available within 7 days of the live webinar.

Linda Bruno has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Returning Balance – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She develops her workshops based on solid research and – more importantly – real-life application. Linda is also certified with DDI and Achieve Global.

Once Linda began developing and conducting training workshops, she knew she had found what she wanted to be when she grew up. She loves the exchange of ideas and experiences that happens when individuals gather to explore life together.


Registration is closed for this event.