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UID:183@m25lib.org.uk
DTSTART;TZID=Europe/London:20070516T180000
DTEND;TZID=Europe/London:20070516T180000
DTSTAMP:20170315T111229Z
URL:https://www.m25lib.org.uk/events/customer-care-for-professionals/
SUMMARY:Customer Care for Professionals
DESCRIPTION:[B]Chartership: Customer Care\, with Sheila Ritchie\n16th May 2
 007\n4-6pm\, Senate House Library[/B]\nhttp://www.ull.ac.uk/library/gettin
 ghere.shtml\n\nAim\n\nThis training session offers participants and opport
 unity to evaluate customer care provision in libraries. It covers those as
 pects of service which support and maintain a good standard\, both directl
 y and indirectly.\n\nObjectives\n\nBy the end of the session\, participant
 s will be able to:\n\n\n\n1. Appreciate why good customer care is essentia
 l and how it affects every part of the library service.\n2. Distinguish go
 od\, bad and indifferent standards of service.\n3. Understand how to train
  staff for good face-to-face communication with users.\n\nMethods\n\nA mix
 ture of theory\, discussions and exercises\, based upon work done before t
 he session by participants.\n\nProgramme\n\n16.00 Introduction: participan
 ts’ libraries\, jobs and experience\n\nWhy users matter \n\n16.15 Exerci
 se: how to distinguish good\, bad and indifferent customer service\n\n17.0
 0 Encouraging and training staff to provide a consistent\, good level of s
 ervice\n\n17.45 Review\n\n18.00 End of session\n\nPre-session Preparation\
 n\nPlease go into a library\, preferably other than the one you work in\, 
 and make notes on: \n\n* the reception area and general layout\n* signage\
 , notices and location plans\n* counter staff\n\nand any other aspects rel
 evant to you making use of that library.\n\nBring these notes with you\; t
 hey will help us to get a varied picture of how libraries cater for their 
 users.
CATEGORIES:M25 Events
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