FREE webinar - Revitalize the Library Customer Service Experience

10/17/2012 2:00 - 3:30 p.m. (CT) Session 1: Revitalize the Library Customer Service Experience from Outside In and Inside Out (Texas State Library and Archives Commission) Explore how to meet and exceed customer expectations through the unique V.O.I.C.E. Customer Service Model that explores: the value we create and share, the opportunity to make a difference, the things we can do to make an impact, the ways we form connections and engage. Explore delivering exceptional service by meeting five customer needs and enhancing the image of your service "V.O.I.C.E." from outside in and inside out. Proactively explore how to exceed customer expectations, Map Customer Points of Possibility to determine opportunities for proactively managing expectations, Determine how to meet and exceed 5 Top Customer Needs on each point of customer contact, Explore challenges of “implementers” of library policy and “regs,” and Creating action individual action plan. 10/24/2012 2:00 - 3:30 p.m. (CT) Session 2: Revitalize the Library Customer Service Experience from Outside In and Inside Out (Texas State Library and Archives Commission) Enhance Internal Customer Experience. How does what I do serve the whole? Fit into the Library mission? How do I embrace personal responsibility and accountability? What does that have to do with being a good internal customer service agent? How does what I do well and/or fail to do impact the other co-workers functions? How can I become value-added and build strong internal relationships? What can I do to prevent workplace misunderstandings? 10/30/2012 2:00 - 3:30 p.m. (CT) Session 3: Revitalize the Library Customer Service Experience from Outside In and Inside Out (Texas State Library and Archives Commission) Phone Etiquette and Call Management. Are your phone practices creating a springboard for positive response or a sink-hole for negative reaction? How the phone is answered and subsequently managed creates an image in the minds of customers. Create a positive impression and set a positive tone through etiquette and call management. Explore how to: answer a call, place a call on hold, transfer a call and accept transfer, take a message, research information on phone, and close a call. https://www.tsl.state.tx.us/ld/workshops/webinars/index.html