Customer Care

Speaker: Sheila Ritchie

Aim:
This training session offers participants and opportunity to evaluate customer care provision in libraries. It covers those aspects of service which support and maintain a good standard, both directly and indirectly.

Objectives:
By the end of the session, participants will be able to:
1. Appreciate why good customer care is essential and how it affects every part of the library service.
2. Distinguish good, bad and indifferent standards of service.
3. Understand how to train staff for good face-to-face communication with users.

Methods:
A mixture of theory, discussions and exercises, based upon work done before the session by participants.

Programme:
16.00 Introduction: participants’ libraries, jobs and experience
16.15 Exercise: how to distinguish good, bad and indifferent customer service
17.00 Encouraging and training staff to provide a consistent, good level of service
17.45 Review
18.00 End of session

Pre-session Preparation
Please go into a library, preferably other than the one you work in, and make notes on:
* the reception area and general layout
* signage, notices and location plans
* counter staff
and any other aspects relevant to you making use of that library.

Bring these notes with you; they will help us to get a varied picture of how libraries cater for their users.

Venue: Hardy Room,
London Mathematical Society
De Morgan House
57-58 Russell Square
London
WC1B 4HS

A map can be found on their website:
http://www.lms.ac.uk/


Booking Info:
One off bookings for this event are available to cpd25 members, at £20 per head, or at £40 a head for other institutions, including refreshments.