Warren Graham is back by popular demand with a new, training module that
examines the difference between customer service and a "willingness to
engage" the patron.  This session will revitalize and empower your
employees to see each interaction with patrons in an entirely new light.
Do not miss this chance to improve your customer service practices.
Many libraries are sending multiple staff members.  Talk with your
boards and/or town managers about taking advantage of this opportunity
on September 27th at the Augusta Civic Center.

 

Among the subjects discussed are in "Black Belt Librarians:  Real World
Customer Experience" are:

 

-Who the patron really is.

-What the patron really wants.

-The critical elements of patron interaction.

-The three "A's" of success with patrons.

-The simple, yet forgotten principles of engagement.

-Is the patron the problem or is it really you?

-How to say "no" most effectively.

-What can you do for the patron?

-Are you up to the task?

 

Of course, you can also count on some role-playing that will quickly
demonstrate the heart of the matter as well as frank, honest talk on
what constitutes a pleasant patron/customer experience in your library.

 

Here's what librarians said about his presentations on library security
across Maine in April 2011.

 

"A most excellent speaker....came away with usable knowledge...so very
pleased to have had the opportunity to attend....Thank You."

 

"Let's hope that Mr. Graham's message is actually acted upon by
libraries & librarians throughout the district. It is easy to imagine
that even the enactment of a single idea of his would not be beneficial
to library staff in handling patron behavior issues."

 

"Excellent program, very specific about ways to improve. This seems like
a security program that will really work."

 

"A fabulous program and we are already trying to implement some of the
suggestions. One of the best seminars I have been to."

 

"This was a fabulous presentation that taught me so much about building
and personal security - highly recommended!"

 

"This was one of the best workshops I have attended in all the years I
have been going to workshops - It was incredibly informative, the
information was usable and relative to my library (or any library, for
that matter, and entertaining enough to keep my interest the entire day.
My only "regret" was that my entire staff could not have been there."

 

Don't regret not sending yourself and your staff.  Register at
http://evanced.info/maine/evanced/eventcalendar.asp

 

Mamie

 

Mamie Anthoine Ney

Consultant

Southern Maine Library District 

Portland Public Library, 3rd Flr.

5 Monument Square

Portland, ME 04101

207-871-1765/800-649-7696 

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