elaine@elainefogel.com
602-380-7230
Toll Free 866-658-9933
Toll Free 866-658-9933
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How to build customer loyalty with patrons, volunteers, donors and staff
If your library staff enjoy the company of books more than dealing with people, this workshop is for them. After all, libraries depend on “customers” for their existence and library staff depend on libraries for their livelihood. Without customer usage or demand, it wouldn’t be long before a library would have its budget cut, or worse, have its doors close.
What’s it worth to a library when it loses a regular patron, donor, or a good volunteer? Being customer focused is part of “living its mission” and building its brand – both of which help increase positive word-of-mouth marketing, customer loyalty and support.
This workshop will help explain the relationship between customer service and the library brand and help participants identify their customer market segments. Through an interactive approach, they’ll discover how their libraries can “up” their standards and WOW internal and external customers, creating memorable and friendly experiences. The result? Boosting library usage, remaining a valuable resource in their communities, and competing with big box bookstores.
Here’s what participants will learn in this interactive workshop:
• What constitutes exceptional customer service
• Why quality customer service is important
• How it ties into a library’s brand
• The differences between internal and external customer service
• What staff and management can gain from providing exceptional customer service
• Who’s responsible for it
• Golden Rules of Quality Customer Service
• 12 Principles of Customer Service Success
• 3 Core Customer Service Guidelines for Handling Angry Customers and Complaints
• Golden Rules for Processing Customer Complaints
Designed for all library services staff as an introduction or a refresher to previous training.
Participants will benefit from role-playing activities and interactive discussion during the full-day workshop. The half-day session will present participants with customer service concepts, as they relate to libraries, and include some interactivity. The session can also be adapted for a 60- to 90-minute conference presentation. Please inquire and we’ll be happy to customize it according to your needs.
Call or e-mail for pricing.
If your library staff enjoy the company of books more than dealing with people, this workshop is for them. After all, libraries depend on “customers” for their existence and library staff depend on libraries for their livelihood. Without customer usage or demand, it wouldn’t be long before a library would have its budget cut, or worse, have its doors close.
What’s it worth to a library when it loses a regular patron, donor, or a good volunteer? Being customer focused is part of “living its mission” and building its brand – both of which help increase positive word-of-mouth marketing, customer loyalty and support.
This workshop will help explain the relationship between customer service and the library brand and help participants identify their customer market segments. Through an interactive approach, they’ll discover how their libraries can “up” their standards and WOW internal and external customers, creating memorable and friendly experiences. The result? Boosting library usage, remaining a valuable resource in their communities, and competing with big box bookstores.
Here’s what participants will learn in this interactive workshop:
• What constitutes exceptional customer service
• Why quality customer service is important
• How it ties into a library’s brand
• The differences between internal and external customer service
• What staff and management can gain from providing exceptional customer service
• Who’s responsible for it
• Golden Rules of Quality Customer Service
• 12 Principles of Customer Service Success
• 3 Core Customer Service Guidelines for Handling Angry Customers and Complaints
• Golden Rules for Processing Customer Complaints
Designed for all library services staff as an introduction or a refresher to previous training.
Participants will benefit from role-playing activities and interactive discussion during the full-day workshop. The half-day session will present participants with customer service concepts, as they relate to libraries, and include some interactivity. The session can also be adapted for a 60- to 90-minute conference presentation. Please inquire and we’ll be happy to customize it according to your needs.
Call or e-mail for pricing.
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