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UID:233@m25lib.org.uk
DTSTART;TZID=Europe/London:20080514T180000
DTEND;TZID=Europe/London:20080514T180000
DTSTAMP:20170315T112615Z
URL:https://www.m25lib.org.uk/events/customer-care/
SUMMARY:Customer Care
DESCRIPTION:Customer Care\n\nSpeaker: Sheila Ritchie\n\nAim:\nThis training
  session offers participants and opportunity to evaluate customer care pro
 vision in libraries. It covers those aspects of service which support and 
 maintain a good standard\, both directly and indirectly.\n\nObjectives:\nB
 y the end of the session\, participants will be able to:\n1. Appreciate wh
 y good customer care is essential and how it affects every part of the lib
 rary service.\n2. Distinguish good\, bad and indifferent standards of serv
 ice.\n3. Understand how to train staff for good face-to-face communication
  with users.\n\nMethods:\nA mixture of theory\, discussions and exercises\
 , based upon work done before the session by participants.\n\nProgramme:\n
 16.00 Introduction: participants’ libraries\, jobs and experience\n16.15
  Exercise: how to distinguish good\, bad and indifferent customer service\
 n17.00 Encouraging and training staff to provide a consistent\, good level
  of service\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\, a
 nd make notes on: \n* the reception area and general layout\n* signage\, n
 otices 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 w
 ill help us to get a varied picture of how libraries cater for their users
 .\n\nVenue: Hardy Room\, \nLondon Mathematical Society\nDe Morgan House\n5
 7-58 Russell Square\nLondon\nWC1B 4HS\n\nA map can be found on their websi
 te:\nhttp://www.lms.ac.uk/\n\n\nBooking Info:\nOne off bookings for this e
 vent are available to cpd25 members\, at £20 per head\, or at £40 a head
  for other institutions\, including refreshments.
CATEGORIES:M25 Events
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