HI All, I will be holding a Customer Service Excellence training workshop this Friday, January 20, 1-3 PM, at Falmouth Memorial Library.

This is your last chance to sign up staff to attend. All libraries are invited to send staff. Please register for the training at the MSL calendar at http://evanced.info/maine/evanced/eventcalendar.asp by Thursday, 5 PM. There is no fee to attend.


Most libraries feel they provide good service for community members but there's always room for improvement. This is an especially useful workshop for front line staff in Lending, Adult Services/REF, and Youth Services. During the session, attendees will:

*       Identify potential areas of customer service failure in the library.

*       Learn the elements of customer service excellence and strategies to improve customer service.

*       Practice positive framing of customer service interactions.

*       Learn strategies to prevent a grievance from developing into a conflict that could reflect poorly on the reputation of the library.

*       Understand how customer service excellence affects library advocacy.

*       Brainstorm ways to measure service improvement.

Join me as we find ways to better serve our patrons and demonstrate the value of library services to our communities. Hope to see you there. Deb



Deborah A. Clark, Library Management Specialist
Maine State Library
Portland Public Library, Third Floor
5 Monument Square
Portland, ME 04101
(207)871-1765
1-800-649-7696 Ext. 765
Fax: (207)871-1703
E-mail: [log in to unmask]<mailto:[log in to unmask]>

"Great Libraries Make Great Communities"