Live Webinar: What Customers Really Want: Getting Back to Basics with Linda Bruno

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Date/Time
Date(s) - 09/21/2017
2:00 pm CDT - 3:30 pm CDT


Photo of rocks made up to look like people

RESCHEDULED from September 14, 2017

Isn’t it wonderful when we can offer our customers the latest in programming and technology? They love it – and so do we! And yet…even when we offer the “latest and greatest,” that doesn’t guarantee a delighted customer.

Of course, we should still strive to stay competitive in today’s fast-changing environment, but maybe we need to occasionally step back and see how we actually deliver our services through our customers’ eyes.

So what do our customers really want? In many cases, it’s the simple basic courtesies and attitudes that will bring our customers back time after time. After all, they can find information and entertainment in a myriad of places these days – places that are actually competing with our libraries. But can those places make your customer feel valued and appreciated? Maybe…maybe not. But you definitely can!

In this 90-minute webinar, we’ll talk about getting back to basics. As the old saying goes, “it’s not rocket science,” but sometimes we just need a little time to reflect on how our customers “see” us. We’ll discuss how – when we get back to basics – we promote a positive image for our library so that, not only do our customers feel appreciated, they’ll appreciate us right back!

Instructor: Linda Bruno
With programs on a wide variety of topics such as customer service, supervisory skills, communication, emotional intelligence, and personalities (along with many others), Linda develops and conducts training for clients across the United States. She is also a certified facilitator for the well-respected talent management firm, DDI (Development Dimensions International).

Join the Discussion Now!  Before the webinar, see Linda’s Blog posting on PLAN’s website entitled, What Do Customers Really Want??  Join the discussion with her and other attendees now by posting your questions and comments to the Blog. Linda will respond before the webinar.

Competency Index for the Library Field: Essential Library Competencies

Skill Level: Introduction

Can’t attend the live webinar? Register here to receive a link to the recording.

Registration is closed for this event.

For FY2020-21, 83% of the total costs for the PLAN Continuing Education program ($220,000) is supported by federal money and 17% of this program ($44,000) is supported by local money. The total budget of the project is $264,000.