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Dear colleagues,
Are you looking to improve your Customer’s experience, and the Quality of your Library Service?
Cilip ARLG East Midlands are pleased to announce that we are now taking bookings for our next event, a full day workshop on Improving the Customer Experience facilitated by David Gowling from Xceed Training. Details are below - we hope you will join us in Nottingham for what we know will be an informative and enjoyable day.
Date & time: Tuesday 9th December 2014, 9.30am to 3.45pm (registration from 9am).
Venue: Jury’s Inn Hotel, Station Road, Nottingham, NG2 3BJ (close to the railway station). http://www.jurysinns.com/hotels/nottingham
Cost: £100 for CILIP members and £120 for non-members, including VAT, lunch and refreshments.
Booking deadline: Wednesday 12th November 2014.
Target audience: Those working in FE and HE libraries; staff from other library sectors are however welcome to attend.
Content: This workshop is for anyone seeking guidance and advice on effective customer care in academic libraries; after all customer care is not what we think it is, it is what the customer or user thinks it is. The session will examine the communication system and help us to understand what the customer really wants, as well as looking at problem solving to improve the overall customer experience. Designed to enhance inter-personal skills and understanding of our customers’ or users’ needs, the day will incorporate a mixture of practice (don’t worry - no role play!) and theory, all delivered in a relaxed and entertaining way. Themes will include:
*What is customer care?
* Difficult behaviours
* How communication works
* Handling challenging situations
* Understanding our customers
* Trust
* Creative problem solving
* Solutions finding
* Evaluation methods
Feedback from participants at previous Improving the Customer Experience training days include:
“Offered some good reflective practice, thinking strategies and useful problem solving models”
“Helped me to reflect on past roles and future outlooks”
“Challenging and useful”.
Feedback from participants at previous training days facilitated by David Gowling include:
“Exceptional, well-informed, fluid and flexible and a very friendly demeanour.”
“I really liked David Gowling, his style was very engaging and useful. I'd encourage anyone to attend his courses.” “Flexible approach and engaged with all – not reliant on training material”. “Great information given, good use of teamwork – an amazing trainer.” “Very enjoyable, entertaining and interesting”
How to book: Email Emma Sansby at [log in to unmask] (01522 583793) with your name, job title, employer, CILIP membership no. (if applicable), name and address for invoicing, and details of any special dietary or access requirements before 12pm on Wednesday 12th November. Please note that if you cancel your booking on or after Monday 17th November, or book and are unable to attend on the day, and are unable to send a substitute in your place, you will be charged the full price. Bookings will be taken on a first come, first served basis.
Address for invoicing: ARLG East Midlands, c/o Katie Fraser. (ARLG Treasurer), Senior Librarian (Faculties of Engineering and Science), Libraries, Research and Learning Resources, George Green Library, University of Nottingham, University Park, Nottingham, NG7 2RD . T: 0115 95 14575 │ E: [log in to unmask]
We look forward to meeting you there.
Chris
Chris Martindale
Chair of Cilip ARLG East Midlands
Subject Librarian Manager
Department of Learning Enhancement
University of Derby
Room L206
Kedleston Road
Derby
DE22 1GB
Tel. 01332-591212 E-mail [log in to unmask]