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 education consultant at Wisconsin Valley Library Service (Wausau, WI). Previously the associate director/continuing education Coordinator for the Nicolet Federated Library System (Green Bay, WI), 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.