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Course Details

Course Title:
Getting to Yes
Provider:
Utah State Library
Course Description:
This workshop is intended to help staff break free from saying “No” to patrons as a general rule, and to get to the “Yes” in every transaction. We’ll explore our mental models of customers, our jobs and the mission of the library. We’ll practice seeing things from the patron’s perspective and then use the groups creativity and experience to create a better customer experience and hopefully better job satisfaction for all. Pre-workshop: please keep a log for one week of the times you or other staff say “No” to customers.
Subject:
Programming/Services
Program Level: Basic - Elective
Format: Archived Webinar
CE Hours: 1