The Quiet Approach to Serving Customers - SERLS Office - Wellston, Ohio

Join us on September 18, 2019 for a half day in-person workshop featuring Andrew Sanderbeck.  Register now.

The Quiet Approach to Serving Customers


service is not an easy job for anyone. It's hard work to just stay on top of
the ever-changing products and services the library has to offer, and it takes
real skill to talk with people, determine their needs and fulfill their


It can
be especially challenging for those who are more introverted or shy to work
with customers while handling difficult questions, listening to complaints and
sometimes dealing with people that can be angry or confused.


interactive and informative workshop will give attendees the tools that they
need to be more successful and in-control in their customer interactions. We
will focus on the strengths of the "Quiet Approach" including active listening
and thinking before speaking, while sharpening the skills needed to handle all
customer situations with less anxiety and stress.


As a
result of this workshop, attendees will:



methods of serving customers and building customer relationships


different ways of interacting with the customer that doesn't feel forced or


how to ask more effective questions to help customers get the help that they


introduced to stress relief techniques they can use when customer situations
become overwhelming or overstimulating


with a plan of action for application of the materials learned



Sanderbeck ~ Biography

Andrew has been developing and conducting programs for libraries
and library organizations for more than ten years. He has presented Web-based,
On-line, and Face-to-Face sessions on Management and Leadership, Customer
Service, and Communication Skills in the U.S. and numerous countries around the



No charge for$ nothing


Event Type: 
Library Services
Directors and Administration
Issues and Trends
Wednesday, September 18, 2019 - 13:00 to 15:30