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UID:315@m25lib.org.uk
DTSTART;TZID=Europe/London:20100519T180000
DTEND;TZID=Europe/London:20100519T180000
DTSTAMP:20170315T114203Z
URL:https://www.m25lib.org.uk/events/customer-care-professional-qualificat
 ions-series-event-ref-no-tg1qsmay/
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\
 ncpd25's programme of ten two-hour workshops is devised primarily to suppo
 rt 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\, 
 at all levels of library 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 (£150 for cpd25 
 members\, £200 for external organisations) or individual events (£28 for
  cpd25 members\, £48 otherwise).\n\nSpeaker: Sheila Ritchie\n\nAim:\nThis
  training session offers participants and opportunity to evaluate customer
  care provision in libraries. It covers those aspects of service which sup
 port and maintain a good standard\, both directly and indirectly.\n\nObjec
 tives:\nBy the end of the session\, participants will be able to:\n1. Appr
 eciate why good customer care is essential and how it affects every part o
 f the library service.\n2. Distinguish good\, bad and indifferent standard
 s of service.\n3. Understand how to train staff for good face-to-face comm
 unication with users.\n\nMethods:\nA mixture of theory\, discussions and e
 xercises\, based upon work done before the session by participants.\n\nPro
 gramme:\n16.00 Introduction: participants’ libraries\, jobs and experien
 ce\n16.15 Exercise: how to distinguish good\, bad and indifferent customer
  service\n17.00 Encouraging and training staff to provide a consistent\, g
 ood level of service\n17.45 Review\n18.00 End of session\n\nPre-Session Pr
 eparation\nPlease go into a library\, preferably other than the one you wo
 rk in\, and make notes on:\n* the reception area and general layout\n* sig
 nage\, notices and location plans\n* counter staff\nand any other aspects 
 relevant to you making use of that library.\n\nBring these notes with you\
 ; they will help us to get a varied picture of how libraries cater for the
 ir users.\n\nVenue: Room LG39\, Maughan Library\, Kings College London htt
 p://www.kcl.ac.uk/iss/library/maughan.html\n\nPlease note that there are l
 imited places available for this event.\n\nCancellations less than one wee
 k before the event will be charged a 50% cancellation fee. In the event of
  a ‘no-show’ on the day\, the full fee will be charged.\n\nTo book ple
 ase use our online booking form or email the administrator via cpd25@lse.a
 c.uk
CATEGORIES:cpd25 Events
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