Greetings Colleagues, I trust you're well. Today I'm celebrating James Meredith, born in Kosciusko, Mississippi, on June 25, 1933. Meredith was raised on a farm with nine brothers and sisters, largely insulated from the racism of the time. His first experience with institutionalized racism occurred while riding a train from Chicago with his brother. When the train arrived in Memphis, Tennessee, Meredith was ordered to give up his seat and move to the crowded black section of the train, where he had to stand for the rest of his trip home. He vowed then that he would dedicate his life ensuring equal treatment for African Americans. FREE LIVE ON-LINE WEBINAR Wednesday, September 11, 2:00 - 3:00 ET ABSOLUTELY ESSENTIAL: Effective Customer Service in Libraries Instructors: Sandra Phoenix, Executive Director, HBCU Library Alliance, Robin Sabbath, Library Sales Manager, SAGE Publications, Inc. (CA) This one-hour webinar covers effective customer service practices for library staff. Robin Sabbath will join me as we discuss this crucial component of our work. Robin is a library sales professional with more than twenty years' experience in the industry. She has been employed at SAGE Publications as a Library Sales Manager since July 2012. Robin previously worked at LYRASIS where her main area of responsibility was managing the national aggregation of LexisNexis Academic. She has certifications in Diversity training, Leadership Development, and Customer Service Skills Training. 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, e-mail and face-to-face etiquette * Handle "I don't know" scenarios and offer alternative solutions * Handle patrons in a professional manner Intended Audience: Library staff who interact with internal and external customers. NOTES: This session is designed for individual participation; each individual must register. To register, paste this link http://www.surveymonkey.com/s/2PTG7X9 into your address bar and input the requested information no later than Friday, September 6th. On Monday, September 9th, registrants will receive an email confirmation with detailed log-in and set-up instructions for the Adobe Connect software. Stay tuned! Respectfully, Sandra SANDRA M. PHOENIX Executive Director HBCU Library Alliance sphoenix@hbculibraries.org<mailto:sphoenix@hbculibraries.org> www.hbculibraries.org<http://www.hbculibraries.org/> 800-999-8558, ext. 4820 404-702-5854 Skype: sandra.phoenix1 1438 West Peachtree 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.