A CILIP Training Session for Staff Working in Public LibrariesOnline, Half-Day Course
26 April 2022 10am-1pm
Providing an excellent service to customers is a key requirement for staff in libraries. This session will work through the principles of customer care and provide practical information and skills in dealing with customers and their enquiries.
It is designed for all staff working in public libraries seeking to develop or improve their customer care skills. A draft programme is set out below. | 10.00 | Welcome and introductions(5 min) | | 10.05 | Customer care principles presentation(20 min)
| | 10.30 | What makes a good customer experience (break out rooms)(15 min) | | 10.45 | Full group discussion: customer journey(15 min) | | 11.00 | First impressions and good customer care presentation(30 min) | | 11.30-11.45 | Refreshment Break(15 min) | | 11.45 | Conversations and enquiry skills presentation(30 min) | | 12.15 | Break out room: enquiry skills practice(20 min) | | 12.30 | Customer care in other channels/complaints(15 min) | | 12.45 | Group discussion followed byQ & A | | 13.00 | Close |
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