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...

 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...

  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...

“The difficult people we encounter can be our greatest teachers.” ― Eileen Anglin There are challenges in dealing with people who bring toxicity to the interaction. One challenge is managing the impact it has on us – the other challenge is how to respond effectively –...

At some point in your life your Mom, Dad, or another other adult taught you the Golden Rule: Treat others the way you would like to be treated. But the Golden Rule is not the gold standard anymore! Good organizations practice the Golden Rule by identifying and...

Do you want your patrons feel extraordinary every time they interact with you? Then The Black Tie Customer Service Experience is for you! Taking your library to extraordinary levels means that everyone on your team needs to know the difference between meeting patron...

What does the future of customer service and customer service training look like? Hint: Organizations are beginning to place a much higher priority on improving the customer experience, and the quality of customer service they offer. And to figure out where your...

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...

You probably know at least know one person in your life that demonstrates passive aggressive behavior, maybe it’s even you. This behavior can be confusing and maddening, but there are reasons it exists. This interactive webinar will walk through the “whys” “hows” and...

Good manners and a friendly demeanor can handle most library customer issues. But what if being courteous is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally bullying or physically threatening to staff or other customers? ...

Bad habits get in the way of good customer service. The bigger problem is, many individuals and organizations don’t even realize they’re stuck in some bad customer service routines. As long as customers use our products and services, they’re happy and the relationship...

We’ve all said things that people have interpreted much differently than we thought they would. Verbal slip-ups often occur because we say things without the knowledge of the subtle implications our words may carry. Understanding these implications requires social...

How many loyalty programs do you belong to? Grocery stores have them. Retail stores have them. Airlines and hotel chains have them too. Why? Loyalty programs are a powerful incentive to keep customers coming back. Do they work? Sometimes. Better Question: Would it...