The Customer Service Experience @ Your Library
A blended learning opportunty presented by Andrew Sanderbeck, People~Connect Institute
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Presenter: Andrew Sanderbeck, People~Connect Institute
NOTE: THIS CLASS HAS BEEN POSTPONED INDEFINITELY... PLEASE CONTACT PAT CARTERETTE AT pcarterette@georgialibraries.org FOR MORE INFORMATION! |
Duration: October 13 - November 18, 2010 Format: Blended learning format combining one face-to-face event, assigned readings, online group discussions and attendance at a "live" webinar - see below for details. Location: Face-to-face session on Oct. 13 in Athens, GA at the COMO conference. The concluding webinar will be "live" online. Registration/Cost: No charge to Georgia library staff. |
The Customer Service Experience @ Your LibraryDescription
How would you and your library benefit from learning the best practices in improving customer satisfaction through the creation of outstanding customer experiences? You just might be surprised!
The Customer Service Experience @ Your Library blended learning program involves participants in three interactive learning environments as we explore best practices in improving customer satisfaction through the creation of outstanding customer experiences.
Participants are required to read the book "The Experience Economy", contribute to online discussion questions from the instructor and attend an introductory pre-conference session on Wednesday, October 13 at 4:00 at the COMO conference in Athens. Note - you must be registered for the conference to attend the October 13th session. If you're unable to attend the kick-off session at COMO, but want to participate in this learning opportunity, please contact Pat Carterette.
What you will learn in this program:
• How to offer experiences in your library; not just programs and services
• Things to do to increase customer satisfaction and minimize customer sacrifice in your library
• Future experiences in your library; preparing now for the library of tomorrow
Week 1 (starts Oct. 27) includes reading assignments and asynchronous group discussions based on the book "The Experience Economy" by Pine and Gilmore.
Week 2 (starts Nov. 2) includes reading assignments and asynchronous group discussions based on the book "The Experience Economy" by Pine and Gilmore.
Week 2 (starts Nov. 9) includes reading assignments and asynchronous group discussions based on the book "The Experience Economy" by Pine and Gilmore.
Final Webinar - The final "live" webinar session on Thursday, November 18 will be facilitated by Andrew and includes discussion and application of the materials covered in the book "The Experience Economy" by Pine and Gilmore.
Participants will need a free WebJunction Georgia account for this course. A private Customer Experience Group will be set up in WebJunction for discussion purposes.
Class participants will need a copy of "The Experience Economy" throughout the class time frame. This book can be purchased new or used on Amazon or better yet, checked out from your local library!
The longer you wait, the harder it is to produce outstanding customer service.
Audience: All library staff, but especially public service staff.
Certification Contact Hours: 5.0 contact hours. A certificate of attendance will be issued by GPLS.
For more information: Pat Carterette at GPLS: pcarterette@georgialibraries.org or 404.235.7124
This workshop is brought to you by the Georgia Public Library Service, a Unit of the University System of Georgia
