[Asis-l] CREATING LIBRARY CUSTOMER SERVICE WITH STYLE!

[Margaret "Doc" Delaney]

CREATING LIBRARY CUSTOMER SERVICE WITH STYLE!

Presented by: Patrick Donadio, MBA, Nationally Recognized Business Coach and
Speaker, Columbus

Date/Time: Thursday, February 20, 2003 - 9:00 a.m. to 12:00 p.m.

Location: Ohio Valley Area Libraries (OVAL) Regional Library System, 252
West Thirteenth Street, Wellston
{ MAP: http://www.oval.lib.oh.us/wheresoval.htm }

Fees: $80 to MOLO/OVAL/SOLO members; $120 to non-members

Registration: http://cemall.solorls.org/event.asp?ID=413

For more information about this or any OVAL workshop, contact Amanda Bowers,
CE Coordinator, at mailto:bowersam at oplin.lib.oh.us or 1-800-759-1537 x9.

Learn how to give customer service with STYLE! Not all customers are created
equal. At this workshop, nationally recognized business coach Patrick
Donadio will teach you four customer behavior styles and techniques to
improve customer service with each style. Customers today have higher
expectations and at times are more demanding. You will learn how to maximize
your customer communication skills to improve customer service, build better
relationships, deal with difficult customers, salvaging the interaction and
get repeat business.

Patrick uses group discussions, role-playing, exercises, real-life examples
and planning time to put these principles into action. Come to this workshop
and the skills necessary for effective customer service communications!

Topics include:
~The Four Customer Styles and how to deal effectively with each
~Why customer service is important
~Communicating with Impact Mode
~Five tools to improve active listening

Come visit OVAL and LEARN!

Margaret "Doc" Delaney, Communications Coordinator
Ohio Valley Area Libraries Regional Library System (OVAL)
252 West Thirteenth Street, Wellston, OH 45692
740-384-2103 x 2 ~ 740-384-2106 fax
http://www.oval.lib.oh.us ~ mailto:delanema at oplin.lib.oh.us