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"Customers may forget what you said but they'll never forget how you made them feel. " Learn how go give good customer service with our Customer Service Skills workshop *** Apologies for cross posting *** Workshop Date: 17th June 2015 Workshop Leader: Lisa Jeskins Workshop costs: £410 + VAT Time: 10.00 - 16.00 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? * Communication skills * Handling difficult behaviour * The way forward 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'." Sue Hill Product Administrator (ASLIB Training) Business & Product Innovation Emerald Group Publishing Limited +44 (0) 1274 515621 www.aslib.com/training For special offers and other important information find me on Linkedin (http://www.linkedin.com/pub/sue-hill/34/376/843) or follow me on Twitter @trainingaslib