Service with a Smile (Customer Experience Class) POSTPONED

THIS CLASS HAS BEEN POSTPONED DUE TO LOW REGISTRATION.

SERVICE WITH A SMILE (CUSTOMER EXPERIENCE CLASS)

In this class, we will identify the differences between customer service and customer experience, and cover the key concepts related to creating an excellent customer experience. We will cover communication and negotiation strategies.

Objectives:

• Staff will learn the difference between customer service and customer experience.
• Staff will learn how to kick up their customer service skills to meet and exceed patron expectations.

• Staff will identify one or two actions they can take to use the methods and information from today’s workshop.

Deb Hoadley Bio: Deb Hoadley is an independent library consultant with a focus on strategic planning, leadership & management, customer experience, and staff empowerment. She is currently the President and Conference Chair of the New Hampshire Library Association (NHLA), and has served two terms as the New England Library Association (NELA) President. Deb’s goal as a consultant is to help libraries “Aim High.”

This presentation is sponsored by the NHLA Paralibrarian Section and is open to members and non-members. 

Cost:  $15 NHLA Paralibrarian members  $25 NHLA members/guest

Payment can be made via credit card online, or check.

If paying by check, please make payable to "NHLA" Paralibrarians and mail to: Pam  Macdonald at Amherst Town Library

Registration deadline: September 12, 2024

Payment must be received prior to the start of class

Please read the NHLA Cancellation policy before registering.

Questions? Contact Hope Garner, NHLA Paralibrarian Education Chair  at libraryadvocate62@gmail.com