Paraprofessional Training

1. Johnny
   
   
2. What is good Customer Service? (use marker board) Open discussion. What do you think?
   
   
3. Why is good Customer Service important? (open discussion and more input.)
   • Repeat users for longer periods of time
   • Build relationships
   • Make library advocates
   • Feee library advertising
   
   
4. Who are your customers? Talk about internal and external customers
   
   Internal—people/departments you work with and for
   External—public
   
   Look at chart “Empowering Great Customer Service”
   
   
   1. Use chart to look at Internal Customers: “who are your customers” and “how are they your customers” Do exercise individually and discuss as group.
      
      
   2. Do same exercise for External Customers. Discuss.
      
      
5. Handout and review some tips: (Multi-page Handout)
   
   
6. DVD Customer Service at the Library; making the experience meaningful and memorable Pause and discuss (see separate outline)
   Administer Quiz (handout)
   
   Break
   
   
7. Discuss Quiz
   
   
8. Video Tape (show scenarios) and discuss each (see separate outline)
   
   
9. Standards of Library Customer Service
   
   
10. Policy Development: Look at CS Proposed Policy taken from Quincy PL
    
    
11. Assignment