Customer Service Teleconference

Anita Barney (abarney@wclc.org)
Thu, 6 Nov 1997 11:28:43 -0500 

Date: Thu, 6 Nov 1997 11:28:43 -0500
Message-Id: <v01510101b0879df44fe8@[209.66.156.253]>
From: abarney@wclc.org (Anita Barney)
To: Multiple recipients of list <conntech>
Subject: Customer Service Teleconference

"How May I Help You?", the first session of the Soaring to Excellence
teleconference, will be held on November 20 at six locations in the state.
Soaring to Excellence is a series of teleconferences for library
assistants; it is produced by the College of DuPage in Illinois.  Soaring
is coordinated by the Western Connecticut Library Council on behalf of the
CLSUs.

Topics to be covered in this session include:
External Customer Relations - the customer-centered library, determining
our customers' expectations, and elements of good customer relations
Internal Customer Relations - elements of good internal customer relations,
making the difference in customer service

Course materials include a reading list, a customer service assessment, a
manager's checklist, and  a list of 25 internal customer service mistakes.

The next teleconference, scheduled for January 16, will cover The Internet:
Sites for Your Workday, Sites for You.  The final teleconference will be
March 27, and will be called It Takes a Vision.

All sessions will be held from noon to 1:45 p.m.  A discussion period will
follow each session.

Locations:
 Housatonic Community-Technical College, Bridgeport  (new this year)
Housatonic Valley Regional High School, Falls Village
Gateway Community-Technical College
Manchester Community-Technical College
Naugatuck Valley Community-Technical College, Waterbury (new this year)
Three Rivers Community-Technical College, Thames Valley Campus, Norwich

Cost:  For staff of CRLC, ECL, SCLC, or WCLC libraries:  $12 per session or
$30 for the series
For non-members:  $18 per session or $45 for the series

Call the WCLC office at 203-577-4010 for a registration form, or for more
information.

Anita R. Barney
Executive Director
Western Connecticut Library Council
P.O. Box 1284
Middlebury, CT  06762
203-577-4012 / fax 203-577-4015