FREE webinar - Service Excellence in Your Library

1/10/2013 11:00 - Noon (CT) Service Excellence in Your Library (Washington State Library) This spring, Kate Laughlin will be touring with her workshop, Service Excellence in Your Library. Get a sneak preview at this webinar. All library staff from top to bottom, internal and external, are in a service position. What is it that sets an organization's level of service apart from others? How can employing these techniques propel the good service we already provide in WA's libraries into great service? Join us for an engaging look at transforming our library's culture to one of Service Excellence. Explore how such a transformation occurs, and as an individual, how you can encourage this change. This training emphasizes consistent approaches to service, while providing additional skills to help ensure satisfaction in all customer interactions. It is appropriate to anyone working in libraries, regardless of job position or library type. Library consultant and trainer, Kate Laughlin, has been working in and with libraries since the late 1990s. In 2011, she had the opportunity to immerse with a focus group of 15 staff from different levels of library work, internal and external. From that intensive work came the creation of Service Excellence training, which is acutely relevant to the work we do in libraries and for our patrons. http://www.sos.wa.gov/library/libraries/training/trainingView.aspx?event=1673&audience=state