The ABCs of Great Customer Service! - Webinar (06/25/24)

What is good customer service?

How can customer service evolve from good to great?

Is it true that many times it’s not what you say but how you say it? What are some pitfalls that many staff experience when trying to deliver great patron/customer service? Does one’s attitude actually count when interacting with patrons? What are some successful strategies to use when dealing with difficult patrons? What techniques can be used to reduce patron/customer service stress? What are the basics of great communication practices? Are there different ways to say no to a patron/customer? Find out the answers to these and other important patron/customer service questions during this information packed training session. Participants will learn what exceptional patron/customer service is, how to project a patron friendly image, how to handle demanding patrons, and more.

You will learn…

• How to describe exceptional patron/customer service.
• To identify the benefits of great patron/customer service.
• To identify patron “moments of truth”.
• How the communication process works, factors that affect the communication process, effective communication practices and how they relate to patron service issues.
• To recognize and practice active listening practices.
• How to apply conflict resolution strategies with patrons/customers.
• To identify basic patron needs and how to fulfill them.
• To recognize barriers to the delivery of outstanding patron/customer service.
• To use specific techniques to effectively deal with angry or upset patrons.
• To identify types of behaviors that patrons don’t like or appreciate.
• To apply basic strategies to influence patrons in a positive way.

Virtual Trainer: Michael Clark

Michael Clark has an extensive background in management and supervisory development, quality improvement efforts, facilitation of strategic planning sessions and executive retreats, and one-on-one executive coaching. He worked as a Training and Performance Improvement Director for various State of Florida agencies for many years and has been the Owner/President of MRC Consulting for fifteen years. He has designed numerous training programs using the Instructional Systems Design Methodology, and has delivered over 2000 seminars, workshops, and presentations covering a diverse set of topics, with a focus towards developing leadership skills for managers and supervisors. Michael has also led the NEFLIN Management Training Institute for several years.

Mr. Clark has earned a BS in Experimental Psychology, a M.Ed., and has completed the course work for a Ph.D. in Educational Administration with an emphasis in Instructional Systems Design Methodology at Florida State University.

This project was funded either under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services or the Library Cooperative Grant program. Florida’s LSTA and LCG programs are administered by the Department of State’s Division of Library and Information Services.

For FY2023-24, the total state and federal budgets for NEFLIN's programs are $694,693. 42% of the total costs ($294,693) are supported by federal funds, and 58% of this program ($400,000) is supported by state funds.