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Don’t Let Them Take Away Your Self-Esteem

On an evaluation from a Fully Engaged Customer Service workshop I taught,  someone made this comment:  “I would like to see some techniques for dealing with unreasonable people that don’t require us to sacrifice our self-esteem”     I wish I could talk to the person who wrote it.  As much as it might feel like it, nobody can “require you to sacrifice your self-esteem.”

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Which Kind of Customer Service Do You Mean

Today I attended Laurie Brown’s ALA webinar on customer service.  I do a lot of customer service training, and I wanted to hear how others approach the topic.  And here’s what occurred to me:

Almost 300 people paid to attend the webinar, which tells me there’s a lot of interest in “customer service.”  But what is it people really want to know?  What happened in the webinar parallels my experience with clients who want in-person customer service training: there seem to be two distinct areas where people want help.

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CORE Reference Fundamentals

CORE Reference Fundamentals
An Infopeople online course
May 8, 2012 to June 18, 2012 

Are you stepping into the role of providing reference assistance for the first time in your library career? Is it time to brush up on your basic skills because you are returning to work in a capacity that includes reference work with library users? In this 6-week course instructor Francisca Goldsmith will help you: 

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Practical Open Source Software for Libraries

Practical Open Source Software for Libraries
An Infopeople Online Course
May 1 to May 28, 2012

Do you want to increase your familiarity with Open Source applications for your library? You may already be blogging with WordPress, creating documents with LibreOffice, or managing content with Drupal. There are many more Open Source solutions for everyday tasks. In this Infopeople course, author and self-described "Open Source evangelist" Nicole Engard will:

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Customer Service is a Team Sport

When somebody says “customer service” what comes to mind?

Is it a smiling person using open gestures and asking how they can help?  That’s where most people’s minds go.  What’s missing is all the things that happen behind the scenes.  Customer service starts long before and far away from the public service desk and involves almost everyone on staff.

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