Description

Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing needs of our patrons and communities, and it takes real skill to talk with people, determine their needs and fulfill their requests.

It can be especially challenging for those who are more introverted to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.

This interactive and informative half-day workshop will give attendees the tools that they need to be more successful and in-control of their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.

Learning Outcomes

As a result of this workshop, attendees will:

• Discover different ways of interacting with the customer that doesn’t feel forced or mandated
• Have specific phrases to use with customers to set boundaries and stop unwanted behaviors
• Learn how to ask more effective questions to help customers get the help that they need
• Leave with a plan of action for application of the materials learned

Attendees will also take the Quiet Quiz as a part of the workshop.

Presenter

Andrew Sanderbeck has been developing and conducting training seminars for organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Customer Service, Customer Experience and Communication Skills in the U.S. and numerous countries around the world. He is the author of three books and over 50 webinars.

Location

This workshop will be held IN PERSON at the MLS office in Marlborough, located at 33 Boston Post Road West, Suite 400 (Fourth Floor), Marlborough, MA 01752. Parking is free and plentiful.

Directions

Accessibility

The Massachusetts Library System (MLS) strives to create inclusive and accessible events. To request a reasonable accommodation to attend this event, please contact Sarah Donnelly (Event & Project Manager) at sdonnelly@masslibsystem.org or 508-357-2121 ext. 301. All reasonable accommodation requests should be made no fewer than two (2) weeks before the event, although we will attempt to fulfill reasonable requests made after that time.