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UID:56@m25lib.org.uk
DTSTART;TZID=Europe/London:20060510T180000
DTEND;TZID=Europe/London:20060510T180000
DTSTAMP:20170315T110723Z
URL:https://www.m25lib.org.uk/events/chartership-7-customer-care/
SUMMARY:Chartership 7: Customer Care
DESCRIPTION:Chartership: Customer Care\n10th May 2005\n\nAim\n\nThis traini
 ng session offers participants and opportunity to evaluate customer care p
 rovision in libraries. It covers those aspects of service which support an
 d maintain a good standard\, both directly and indirectly.\n\nObjectives\n
 \nBy the end of the session\, participants will be able to:\n\n \n\n1.    
      Appreciate why good customer care is essential and how it affects eve
 ry part of the library service.\n2.         Distinguish good\, bad and ind
 ifferent standards of service.\n3.         Understand how to train staff f
 or good face-to-face communication with users.\n\nMethods\n\nA mixture of 
 theory\, discussions and exercises\, based upon work done before the sessi
 on by participants.\n\nProgramme\n\n16.00              Introduction: parti
 cipants’ libraries\, jobs and experience\n\n                        Why 
 users matter \n\n16.15              Exercise:  how to distinguish good\, b
 ad and indifferent customer service\n\n17.00              Encouraging and 
 training staff to provide a consistent\, good level of service\n\n17.45   
            Review\n\n18.00              End of session\n\nPre-session Prep
 aration\n\nPlease go into a library\, other than the one you work in\, and
  make notes on: \n\n    * the reception area and general layout\n    * sig
 nage\, notices and location plans\n    * counter staff\n\n and any other a
 spects relevant to you making use of that library.\n\n Bring these notes w
 ith you\; they will help us to get a varied picture of how libraries cater
  for their users.
CATEGORIES:M25 Events
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