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UID:368@m25lib.org.uk
DTSTART;TZID=Europe/London:20110511T180000
DTEND;TZID=Europe/London:20110511T180000
DTSTAMP:20170315T114629Z
URL:https://www.m25lib.org.uk/events/customer-care-professional-qualificat
 ions-series-event-ref-no-tg1qsmay-2/
SUMMARY:Customer Care (Professional Qualifications Series) [Event Ref. No. 
 TG1/QSMAY]
DESCRIPTION:Please note that this event is also advertised in the 'Professi
 onal Qualifications Support Workshops' section of our events calendar.\n\n
 cpd25's programme of ten two-hour workshops is devised primarily to suppor
 t CILIP Chartership and ACLIP candidates. However\, many of the events in 
 the programme are highly relevant to staff working as Library Assistants\,
  Senior Library Assistants and so on. The events are aimed\, therefore\, a
 t all levels of library staff - who may or may not be seeking Certificatio
 n or Chartership\, but who wish to further their professional skills and d
 evelopment.\n\nPlaces are available on either the whole series (£155 for 
 cpd25 members\, £210 for external organisations) or for individual worksh
 ops (£29 for cpd25 members\, £49 otherwise).\n\nThe event reference numb
 er for booking a place on the whole series is TG1/QSALL. Please refer to e
 ach workshop's individual description for their individual event reference
  numbers.\n\nSpeaker: Sheila Ritchie \n\nAim: \nThis training session offe
 rs participants and opportunity to evaluate customer care provision in lib
 raries. It covers those aspects of service which support and maintain a go
 od standard\, both directly and indirectly.\n\nObjectives: \nBy the end of
  the session\, participants will be able to:\n1. Appreciate why good custo
 mer care is essential and how it affects every part of the library service
 .\n2. Distinguish good\, bad and indifferent standards of service.\n3. Und
 erstand how to train staff for good face-to-face communication with users.
 \n\nMethods: \nA mixture of theory\, discussions and exercises\, based upo
 n work done before the session by participants.\n\nProgramme: \n16.00 Intr
 oduction: participants’ libraries\, jobs and experience\n16.15 Exercise:
  how to distinguish good\, bad and indifferent customer service\n17.00 Enc
 ouraging and training staff to provide a consistent\, good level of servic
 e\n17.45 Review\n18.00 End of session\n\nPre-Session Preparation \nPlease 
 go into a library\, preferably other than the one you work in\, and make n
 otes on:\n* the reception area and general layout\n* signage\, notices and
  location plans\n* counter staff\nand any other aspects relevant to you ma
 king use of that library.\n\nBring these notes with you\; they will help u
 s to get a varied picture of how libraries cater for their users.\n\nVenue
 : Room LG39\, Maughan Library\, Kings College London http://www.kcl.ac.uk/
 iss/library/maughan.html\n\nPlease note that there are limited places avai
 lable for this event.\n\nCancellations less than one week before the event
  will be charged a 50% cancellation fee. In the event of a ‘no-show’ o
 n the day\, the full fee will be charged.\n\nTo book please use our online
  booking form or email the administrator via cpd25@lse.ac.uk
CATEGORIES:cpd25 Events
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