William J.Schroer
Bill Schroer Comes to Cleveland...March 31!
The groundbreaking presentation on “Customer Service or Customer Servant” authored by Bill Schroer and featured in the Library Journal (Sept ‘03) will be presented on March 31st as part of the Cleveland Area Metropolitan Library Services (CAMLS)series of training seminars. If you haven’t yet participated in this compelling, entertaining and provocative day long experience now is your chance to attend.
Bill Schroer takes long held myths about customer service and turns them on their head, challenging conventional wisdom and demonstrating how the “Customer is King” philosophy actually hurts the library’s ability to deliver excellent customer service. Bill goes on to show how not only staff may be retrained to think about the expectations they will commit to deliver but customers as well need training in what expectations they may legitimately expect.
This full day seminar will be held on March 31 and will include reframing the concept of customer service, exercises, discussion, and real world solutions to the customer service issues identified by most library staff as persistent and challenging. To find out more and to register please visit www.camls.org. under March 31 calendar of events.