Please note: We apologize due to technical difficulties during this webinar, the audio will be little choppy

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.

Original broadcast July 13, 2015

Instructor Bio ~ Steve Wishnack
Steve Wishnack is the founder of Think & Do™ www.thinkanddo.us, an 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.