ASLIB - NEW DATE FOR CUSTOMER SERVICE SKILLS TRAINING WITH LISA JESKINS
*** Apologies for cross-posting ***
Book a place on one of ASLIB's Autumn 2013 courses and receive 10% discount on any other course from the Autumn 2013 programme.
Closing date for booking is 5 November 2013
CUSTOMER SERVICE SKILLS: A BLUEPRINT FOR CUSTOMER SATISFACTION (NEW FOR 2013)
18 November 2013, London
Cost:ASLIB Members: £280 plus VAT (if applicable)
Non-members: £350 plus VAT (if applicable)
Good customer service is a core value for all information and library services.
Appreciating and meeting the expectations of users is at the heart of providing a high quality library service and staff who understand what customers want are an organization's biggest asset. Good customer service inspires customer loyalty and enhances the reputation of the organization. It can help with staff motivation and improve staff morale. Fewer complaints mean less stress and a happier team.
This workshop provides participants with an introduction to customer service skills and is a mixture of presentation, group discussion and activities. It will provide a basic introduction to a range of techniques to help enhance customer service practice.
Course highlights:
The programme will cover:
* What is customer service?
- What skills does customer service require?
- How do customers want to be treated?
* Communication skills
- Barriers to good communication and listening
- Questioning and active listening
* Handling difficult behaviour
- Recognising difficult behaviours
- How to respond and coping strategies
- Use of language and empathetic listening
* The way forward
- Using skills back at the workplace.
Why you should attend:
This course is aimed at information professionals, working with a customer focus who want to learn how to improve their customer service practice. It is for those who work with customers but have not attended any pervious training on customer service.
On completing the course, you will be able to:
* Discuss what customer service is and how customer want to be treated
* Identify barriers to communicating and listening
* Practice using questioning and active listening techniques
* Recognise different behaviours and examine ways of dealing with difficult situations
* Consider the impact of negative language when dealing with users
Comments:
"Very friendly and postive trainer"
"The trainer was friendly, informative and easy to approach. Excellent day that reaffirmed existing ideas and practices whilst giving me 'food for thought'."
For more information visit http://www.aslib.com/training/courses/course.htm?eventid=110
BOOK YOUR PLACE
To book a place, please complete the booking form at: http://www.aslib.com/downloads/ASLIB%20Training%20%20Booking%20Form.pdf
and return to:
Sue Hill
ASLIB Training Co-ordinator
E-mail: [log in to unmask]
Tel: +44 (0) 1274 777700 Ext 5621
Web: http://www.aslib.com/training
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