CILIP | Creating a customer focused environment in the academic sector

29 October 2008, London

With increased pressure to fulfil customer related targets and key performance indicators, library and information staff need to stay one step ahead of their customers and anticipate rather than simply respond to their needs.

Benefits of attending
This new one-day course will provide you with tools and techniques to better understand your customers and to deliver outstanding customer service.

By the end of the course participants will have:

looked at identifying customer needs
practised communicating in a variety of ways to different types of customers
learned how to build a rapport with different types of customers
gained confidence in dealing with difficult customers
looked at the methodology of writing and conducting questionnaires
examined how to measure customer satisfaction

Who should attend?
Middle to senior managers and those who are deputising or leading a team.

Programme

What is a customer focused environment and why is it so important?
Assessing how customer focused your service is currently
Getting under the skin of your customers
Understanding and predicting customer needs
Responding to customer needs
Involving customers in your service
Communication for a customer focused environment
Building rapport with different customers using body language, voice tone and words
Communicating with remote users
Communicating with customers over the phone
Handling difficult customers and situations
Measuring customer satisfaction
Using surveys and other methods
The Do’s and Don’ts of conducting questionnaires
Developing an action plan to create a more customer focused environment

Places are limited to: 20

9.15 Registration and coffee - 9.45 Start - 12.45 Lunch - 5.00 Close

Course leader: Candy Janetta

Fees
CILIP personal members: £220 plus VAT £258.50
CILIP organisation members: £265 plus VAT £311.38
Non members: £310 plus VAT £364.25

Updated: 24 June 2008