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UID:278@m25lib.org.uk
DTSTART;TZID=Europe/London:20090513T180000
DTEND;TZID=Europe/London:20090513T180000
DTSTAMP:20170315T113059Z
URL:https://www.m25lib.org.uk/events/customer-care-2/
SUMMARY:Customer Care
DESCRIPTION:Please note that this event is also advertised in the 'Professi
 onal Qualilfications Support Workshops' section of our events calendar.\n\
 ncpd25's programme of ten two-hour workshops was devised primarily to supp
 ort CILIP Chartership and ACLIP candidates. However\, many of the events i
 n the programme are highly relevant to staff working as Library Assistants
 \, Senior Library Assistants and do on. The events are aimed\, therefore\,
  at all levels of lirary staff - who may or may not be seeking Certificati
 on or Chartership\, but who wish to further their professional skills and 
 development.\n\nPlaces are available on the whole series (£140 for cpd25 
 members\, £190 for external organisations) or individual events (£25 for
  cpd25\, £45 otherwise).\n\nCustomer Care\nSpeaker: Sheila Ritchie\n\nAim
 :\nThis training session offers participants and opportunity to evaluate c
 ustomer care provision in libraries. It covers those aspects of service wh
 ich support and maintain a good standard\, both directly and indirectly.\n
 \nObjectives:\nBy the end of the session\, participants will be able to:\n
 1. Appreciate why good customer care is essential and how it affects every
  part of the library service.\n2. Distinguish good\, bad and indifferent s
 tandards of service.\n3. Understand how to train staff for good face-to-fa
 ce communication with users.\n\nMethods:\nA mixture of theory\, discussion
 s and exercises\, based upon work done before the session by participants.
 \n\nProgramme:\n16.00 Introduction: participants’ libraries\, jobs and e
 xperience\n16.15 Exercise: how to distinguish good\, bad and indifferent c
 ustomer service\n17.00 Encouraging and training staff to provide a consist
 ent\, good level of service\n17.45 Review\n18.00 End of session\n\nPre-ses
 sion Preparation\nPlease go into a library\, preferably other than the one
  you work in\, and make notes on: \n* the reception area and general layou
 t\n* signage\, notices and location plans\n* counter staff\nand any other 
 aspects relevant to you making use of that library.\n\nBring these notes w
 ith you\; they will help us to get a varied picture of how libraries cater
  for their users.\n\nVenue: Maughan Library\, Kings College London\nhttp:/
 /www.kcl.ac.uk/iss/library/maughan.html\n\nTo book please use our online b
 ooking form or email the administrator via cpd25@lse.ac.uk
CATEGORIES:M25 Events
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