This 60-minute webinar was recorded on September 28, 2012.
Words to Use vs. Words to Lose
The words we use impact the quality of service delivered by library staff. Some words (words to use) satisfy customer needs and wants, connecting us to customers in meaningful ways. Others (words to lose) are negative, destructive, and disconnect us from customers. This webinar reveals the importance words have on our interactions with both internal and external library customers. The session is library focused and offers specific examples of how ‘words to use’ can help library staff members be more effective in dealing with real-life everyday customer situations.
Presented by: Stephen Wishnack, Think & Do
Steve founded Think & Do in 1989 after a 25 year career as an educator, trainer and business consultant. He has worked with a wide variety of clients from international organizations like Hewlett-Packard, Johnson & Johnson and the Marriott Corporation to municipalities and libraries nationwide. Steve's passion is to help organizations cultivate customer relationships by offering products and services that promote, reinforce and enrich a customer-centered culture.
To access the recording:
After you register for this course, you will receive an email entitled "Course Link for Impact of Words" containing the course link and handouts, if any.