The ability to positively interact with customers is your library’s best asset, as positive experiences are what keeps customers coming back.
But is being strong in customer service merely a soft skill? Does it come naturally to some people and is a struggle for others? This course will cover the basics in mastering customer service skills, even for people who find it most difficult. It will also provide tools for spreading a customer service culture at your library.
At a glance
- Mastering Customer Service Skills
- Modeling Organizations with Exceptional Service
- The Value of Positive Language
- Best Practices for Dealing with Difficult Customers
- Best Practices for Customer Service: over the phone, via email and in social media
Your Pass/Fail grade is based on completing assignments, and discussing weekly topics in conjunction with the readings.
Jamie Matczak is the associate director/continuing education Coordinator for the Nicolet Federated Library System, which serves 42 public libraries. She has taught Business Communication at Lakeland College, has a BA in Advertising from UW-Eau Claire, and an MS in Applied Leadership for Teaching and Learning from UW-Green Bay. Jamie has presented on marketing, social media and communication at state-wide and national conferences.