This one-hour webinar is recommended for any library staff member who interacts with customers. The session focuses on keys to creating customer satisfaction, offering practical tips and suggestions for improving relationships with both internal and external customers. It includes an understanding of the needs and wants of customers, the value of loyal customers, and the criteria they use to evaluate service performance. Topics are applied to in-person, telephone and email communication at the library, including specific language to help improve employee job satisfaction and effectiveness with customers and coworkers.
Webinar Topics include:
- Why People Stop Coming Back
- How Customers Evaluate Service
- Healthy Attitudes vs Deadly Attitudes
- The Impact of Words- Words to Use vs Words to Lose
- The Power of a Smile
- The Value of Thank You
- Customer MAGIC (Making a Good Impression Counts)
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.
Originally broadcast 08/04/2014