[Libs-Or] Communication and Customer Service Workshop from the Washington State Library

[Darci Hanning]

Greetings!

The following on-site, free training is open to Oregon library staff as well, please see below for details and contact Jennifer Fenton if you have any questions:

CE/Training Coordinator
Washington State Library
360.570.5571
jennifer.fenton at sos.wa.gov<mailto:jennifer.fenton at sos.wa.gov>


Cheers!
Darci
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Darci Hanning * Technology Development Consultant
Library Support and Development Services * Oregon State Library
250 Winter St. NE, Salem, OR  97301
503-378-2527 darci.hanning at state.or.us<mailto:darci.hanning at state.or.us>

From: Fenton, Jennifer [mailto:jennifer.fenton at sos.wa.gov]
Sent: Friday, January 09, 2015 10:27 AM
To: Washington Area Library Trainers; keepers at list.statelib.wa.gov; publibdir at list.statelib.wa.gov
Subject: WSL Workshop: Communication and Customer Service

Announcing a free, full-day workshop sponsored by Washington State Library this spring. Registration is now open and available on a first-come, first-serve basis. Register at http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=2444&audience=state.
Communication and Customer Service
Effective communication skills are critical when delivering excellent customer service. Whether the interaction is primarily one involving information exchange, resolving challenging situations and/or dealing with a hostile customer, your positive attitude, "presence", communication and   customer skills are essential.
During this workshop, the following objectives will be met:

*        Participants will be able to identify the core principles of customer service

*        Participants will be able to identify internal and external customers and stakeholders.

*        Participants will be able to articulate and demonstrate basic communication skills

*        Participants will be able to list how telephone customer service communication skills/delivery are unique

*        Participants will be able to use strategies to engage and deescalate the hostile or angry customer

*        Participants will be able to identify strategies where customer service interactions can be evaluated

Presented by Cyndi Schaeffer.

Dates/locations:

3/24/2015; 9:00am-3:30pm at Whitman County Library, Colfax Library

4/23/2015; 9:00am-3:30pm at Fort Vancouver Regional Library Headquarters, Vancouver

5/5/2015; 9:00am-3:30pm at Anacortes Public Library

5/12/2015; 9:00am-3:00pm at North Central Regional Library Distribution Center, Wenatchee

5/13/2015; 9:00am-3:30pm at Mid-Columbia Library System-Kennewick Branch

5/19/2015; 9:00am-3:30pm at King County Library System Service Center, Issaquah

5/28/2015; 9:00am-3:30pm at Bellingham Public Library

6/4/2015; 9:00am-3:30pm at Washington Talking Book and Braille Library, Seattle



*Lunch and light refreshments will be provided for participants.
Funded by the Institute for Museum and Library Services (IMLS) through the Library Services and Technology Act (LSTA).

Jennifer Fenton
ALA LEARN RT President, 2014-2015

CE/Training Coordinator
Washington State Library
360.570.5571
jennifer.fenton at sos.wa.gov<mailto:jennifer.fenton at sos.wa.gov>


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