University of Wisconsin–Madison

NEW! Creating Top Notch Service at Your Library

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

When: Sept 11-Oct 15

Where: Online

Cost: $165 (10% discount if you register by August 27)

CE Credit: 1.8 CEUs

Program: #3033


Questions? Contact Meredith Lowe or Anna Palmer

Register online

Register by phone: Pyle Center, (608) 262-2451

Register by fax or mail: Print out a registration form


Login information will be emailed to you a few days before the course begins.

Course description

Topics

  • 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

Expectations

Your Pass/Fail grade is based on completing assignments, and discussing weekly topics in conjunction with the readings.

Instructor

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.