Northeast Ohio Regional Library System

Communicating with a customer on the phone or via email can sometimes be a difficult task. Without seeing an individual’s body language, messages can lose clarity and meanings can be easily misinterpreted. When clarity and understanding are lost, the communication can be frustrating for both the customer and the employee.

This interactive and informative webinar will explore best practices in creating positive experiences with customers on the phone and via email. Attendees will learn techniques for redirecting conversations that are off point, going nowhere fast and to help diffuse situations that are becoming, angry, hostile and                               threatening.

Learning Objectives:

• The Do’s and Don’ts of effective email communication
• The 3 phrases customers want to hear in a phone conversation to help them feel valued and appreciated
• 5 things to remember and practice when talking with a customer on the phone

Presenter:  

Andrew Sanderbeck has been developing and conducting training programs for libraries and library organizations for more than twenty-five years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.  He is the chairman of the board of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.