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HBCU Deans and Directors

FREE LIVE ON-LINE CLASS: Put Your Best Forward: Effective Customer Service in Libraries

Sandra Phoenix

Wed, Jun 8, 2011 3:07 PM

Greetings Colleagues,

I trust you're well. Today I'm celebrating the attendance and positive responses from the membership for the face-to-face and live-online classes. The classes have been information-packed, with dynamic presentations and engaging chat. The last free live-online class is described below.

HBCU Library Alliance Live On-Line Continuing Education Class

Monday, June 20, 2:00 ET
Class Title: Put Your Best Forward: Effective Customer Service in Libraries
Instructors: Sandra Phoenix, HBCU Library Alliance Program Director, Robin Sabbath, LYRASIS Group Services Specialist(Brief instructor bios are attached to this e-mail.)

Description: This 60-minute distance learning session covers effective customer service practices for library staff.

By the end of this class, participants will be able to

  Identify the benefits of great customer service

```
  Provide "purposeful" service
```

  Learn techniques for dealing with upset customers

  Demonstrate proper phone, email and face-to-face etiquette

  Handle "I don't know" scenarios and offer alternative solutions

```
  Help patrons help themselves
```

  Handle patrons in a professional manner

Intended Audience:

Library staff who interact with internal and external customers.

Class Size: 20 participants

This course is designed for individual participation; each individual must register.

Forward your contact information no later than Tuesday, June 14, to Etta Royster, eroyster@hbculibraries.org mailto:eroyster@hbculibraries.org ,to register. Registrants will receive an email confirmation from Etta with detailed login and set-up instructions. Please contact Etta if you do not receive a confirmation by Thursday, June 16th.

Respectfully,

Sandra

SANDRA M. PHOENIX
Program Director
HBCU Library Alliance
sphoenix@hbculibraries.org mailto:sphoenix@hbculibraries.org
www.hbculibraries.org http://www.hbculibraries.org/
404.592.4820
Skype:sandra.phoenix1

1438 West Peachtree Street NW
Suite 200
Atlanta, GA 30309
Toll Free: 1.800.999.8558 (Lyrasis)
Fax: 404.892.7879
www.lyrasis.org http://www.lyrasis.org/
Honor the ancestors, honor the children.

Greetings Colleagues, I trust you're well. Today I'm celebrating the attendance and positive responses from the membership for the face-to-face and live-online classes. The classes have been information-packed, with dynamic presentations and engaging chat. The last free live-online class is described below. HBCU Library Alliance Live On-Line Continuing Education Class Monday, June 20, 2:00 ET Class Title: Put Your Best Forward: Effective Customer Service in Libraries Instructors: Sandra Phoenix, HBCU Library Alliance Program Director, Robin Sabbath, LYRASIS Group Services Specialist(Brief instructor bios are attached to this e-mail.) Description: This 60-minute distance learning session covers effective customer service practices for library staff. By the end of this class, participants will be able to * Identify the benefits of great customer service * Provide "purposeful" service * Learn techniques for dealing with upset customers * Demonstrate proper phone, email and face-to-face etiquette * Handle "I don't know" scenarios and offer alternative solutions * Help patrons help themselves * Handle patrons in a professional manner Intended Audience: Library staff who interact with internal and external customers. Class Size: 20 participants This course is designed for individual participation; each individual must register. Forward your contact information no later than Tuesday, June 14, to Etta Royster, eroyster@hbculibraries.org<mailto:eroyster@hbculibraries.org> ,to register. Registrants will receive an email confirmation from Etta with detailed login and set-up instructions. Please contact Etta if you do not receive a confirmation by Thursday, June 16th. Respectfully, Sandra SANDRA M. PHOENIX Program Director HBCU Library Alliance sphoenix@hbculibraries.org<mailto:sphoenix@hbculibraries.org> www.hbculibraries.org<http://www.hbculibraries.org/> 404.592.4820 Skype:sandra.phoenix1 1438 West Peachtree Street NW Suite 200 Atlanta, GA 30309 Toll Free: 1.800.999.8558 (Lyrasis) Fax: 404.892.7879 www.lyrasis.org<http://www.lyrasis.org/> Honor the ancestors, honor the children.

Sandra Phoenix

Wed, Jun 8, 2011 3:19 PM

Colleagues,

Ooops! Forgot to attach bios.

Sandra

From: hbcu-lib-bounces@lists.hbculibraries.org [mailto:hbcu-lib-bounces@lists.hbculibraries.org] On Behalf Of Sandra Phoenix
Sent: Wednesday, June 08, 2011 11:08 AM
To: Hbcu-libadmin@lists.hbculibraries.org
Cc: Hbcu-lib@lists.hbculibraries.org
Subject: FREE LIVE ON-LINE CLASS: Put Your Best Forward: Effective Customer Service in Libraries

Greetings Colleagues,

HBCU Library Alliance Live On-Line Continuing Education Class

Description: This 60-minute distance learning session covers effective customer service practices for library staff.

By the end of this class, participants will be able to

  Identify the benefits of great customer service

```
  Provide "purposeful" service
```

  Learn techniques for dealing with upset customers

  Demonstrate proper phone, email and face-to-face etiquette

  Handle "I don't know" scenarios and offer alternative solutions

```
  Help patrons help themselves
```

  Handle patrons in a professional manner

Intended Audience:

Library staff who interact with internal and external customers.

Class Size: 20 participants

This course is designed for individual participation; each individual must register.

Respectfully,

Sandra

1438 West Peachtree Street NW
Suite 200
Atlanta, GA 30309
Toll Free: 1.800.999.8558 (Lyrasis)
Fax: 404.892.7879
www.lyrasis.org http://www.lyrasis.org/
Honor the ancestors, honor the children.

Colleagues, Ooops! Forgot to attach bios. Sandra From: hbcu-lib-bounces@lists.hbculibraries.org [mailto:hbcu-lib-bounces@lists.hbculibraries.org] On Behalf Of Sandra Phoenix Sent: Wednesday, June 08, 2011 11:08 AM To: Hbcu-libadmin@lists.hbculibraries.org Cc: Hbcu-lib@lists.hbculibraries.org Subject: FREE LIVE ON-LINE CLASS: Put Your Best Forward: Effective Customer Service in Libraries Greetings Colleagues, I trust you're well. Today I'm celebrating the attendance and positive responses from the membership for the face-to-face and live-online classes. The classes have been information-packed, with dynamic presentations and engaging chat. The last free live-online class is described below. HBCU Library Alliance Live On-Line Continuing Education Class Monday, June 20, 2:00 ET Class Title: Put Your Best Forward: Effective Customer Service in Libraries Instructors: Sandra Phoenix, HBCU Library Alliance Program Director, Robin Sabbath, LYRASIS Group Services Specialist(Brief instructor bios are attached to this e-mail.) Description: This 60-minute distance learning session covers effective customer service practices for library staff. By the end of this class, participants will be able to * Identify the benefits of great customer service * Provide "purposeful" service * Learn techniques for dealing with upset customers * Demonstrate proper phone, email and face-to-face etiquette * Handle "I don't know" scenarios and offer alternative solutions * Help patrons help themselves * Handle patrons in a professional manner Intended Audience: Library staff who interact with internal and external customers. Class Size: 20 participants This course is designed for individual participation; each individual must register. Forward your contact information no later than Tuesday, June 14, to Etta Royster, eroyster@hbculibraries.org<mailto:eroyster@hbculibraries.org> ,to register. Registrants will receive an email confirmation from Etta with detailed login and set-up instructions. Please contact Etta if you do not receive a confirmation by Thursday, June 16th. Respectfully, Sandra SANDRA M. PHOENIX Program Director HBCU Library Alliance sphoenix@hbculibraries.org<mailto:sphoenix@hbculibraries.org> www.hbculibraries.org<http://www.hbculibraries.org/> 404.592.4820 Skype:sandra.phoenix1 1438 West Peachtree Street NW Suite 200 Atlanta, GA 30309 Toll Free: 1.800.999.8558 (Lyrasis) Fax: 404.892.7879 www.lyrasis.org<http://www.lyrasis.org/> Honor the ancestors, honor the children.