813-324-2901

The Impact of Words on Customer Satisfaction: Words to Use v. Words to Lose

Date/Time
Date(s) - 09/11/2015
All Day

Category(ies)

Format

Register here for access to the recording of this webinar, available within 7 days of the live class on 07/13/2015. We will email you when the recording is posted here. Prefer the live event?  Register here.

The words we use express our attitudes, make lasting impressions, and play a major role in the level of satisfaction received by library customers.  This one-hour webinar examines the impact of words on the overall customer experience, and offers specific suggestions, in everyday library situations, of words and phrases that can enhance the service performance of every library staff member.  It will explore the impact of words in face-to-face, telephone, and email interactions.

Instructor Bio ~ Steve Wishnack
Steve Wishnack is the founder of Think & Do™ www.thinkanddo.usan organization dedicated to improving customer relationships and cultivating customer loyalty.

Born in Brooklyn, NY, Steve holds both BA and MS degrees in Education from Brooklyn College.  Education and training have been at the core of Steve’s professional career.

Among Steve’s clients are the U.S Postal Service, Hewlett-Packard, Johnson & Johnson, The Marriott Corporation, Fidelity Investments, The New York State Hotel & Tourism Association as well as Municipalities and Libraries nationwide, including The Boston Public Library, The Missouri Library Network Corp., The NY State Library Association, The Houston Public Library, The New Orleans Public Library, The Texas Library Association, The Georgia Public Libraries, The Louisiana and Florida Library Associations, The Cities of Fort Myers and Hallandale Beach, FL, The City of Ann Arbor, MI, The Borough of Middletown, PA, The Cities of Casper and Rock Springs WY, The City of Chelsea, MA.   Steve has written articles on Customer Service for The Massachusetts Municipal Association, and has been a guest speaker for The American Library Association (ALA), The International City/County Management Association (ICMA), The International Customer Service Association (ICSA).

Today, Steve’s energies are devoted primarily to delivering Think & Do Customer Service Workshops and Webinars, and to developing online customer service training programs.

 

Registration

Registration is closed for this event.