A course that may be of interest. CALIM courses cost L85 for a full day.
Linda
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Linda Ferguson
Deputy Director Health Libraries (CPD)
NW Health Care Libraries Unit
Thelwall House
Warrington Hospital
Lovely Lane
Warrington
WA5 1QG
E-mail: [log in to unmask]
Tel: 01925 662947
Fax: 01925 662588
Mobile: 0776 9687719
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Subject: Customr Service Skills course
Apologies for cross posting
Due to popular demand CALIM/NoWAL (Consortium of Academic Libraries
in Manchester/North West Academic Libraries) is pleased to announce 2
repeat runs of the CLIP (Certificate of Library & Information Practice) unit,
Customer Service Skills. Both runs will take place at the University of
Central Lancashire in Preston.
The Customer Service Skills unit is aimed at helping staff working within a
Library/Information/IT service to deal with all customers including
colleagues, students and members of the public in a professional manner.
This unit covers the following areas:
Defining good and bad customer service
The importance of first impressions
Questioning and listening skills
Non-verbal communication
Assertiveness
Dealing with conflict.
At the end of the unit participants will have:
Identified the benefits of good customer service
Evaluated the level of service they are currently providing
Analysed the key stages of dealing with a customer
Examined the skills required to communicate effectively
There are currently places available on this unit. The cost of the course is
L300. This covers 15 hours of training and 2 hours of tutorial support as well
as registration with the GMOCN (Greater Manchester Open College
Network) and the awarding of a certificate.
The timetable is as follows.
Run 1
29/01/03 10.00 13.00
12/02/03 10.00 16.30
10/03/03 10.00 13.00
Run 2
29/01/03 14.00 17.00
14/02/03 10.00 16.30
10/03/03 14.00 17.00
For more information on CLIP and the Customer Service Skills unit please
see the website http://www.calim.ac.uk/traindev/clip/clip.htm. If you are
interested in enrolling on this course please contact me (details below) for a
chat. Places on each run are limited to 12 so you are advised to book early.
Thank you.
Gil
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Gil Young
CALIM/NoWAL Support Officer
Minshull House
Chorlton Street
Manchester
M1 3EU
Phone: 0161 247 6021
Fax: 0161 247 6846
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