"Serving Patrons"

This high-energy mini-seminar has been a favorite of libraries in Suffolk and Nassau Counties for over ten years now.  Tim begins with the old, “What’s In It For Me?!” for the employees.  In other words, why should they give good service.  That sets the mood—‘cause now, there really is good reason to be open to the morning’s  (or afternoon’s) content.

Then the discussion turns to what really is  good service… what does it look like, what does it feel like, etc.  This leads to the meat of the day: People Types we may encounter… “know-it-alls,” “bullies,” “con-artists,” and a few surprises as well!  Not only do library employees see themselves in these realistic situations, but they come away with skills in how to address these situations, confidently and effectively.

There’s lots of other pluses too… employees enjoy The Top Ten List of What Makes An Effective Patron Server.  It’s not what they expected!

            Tim McHeffey is the ideal presenter for this workshop.  He spent over twenty years working in companies in the lost art of customer service.  He’s authored books and video training courses on the topic, and is a former presenter for both SkillPath and Dun and Bradstreet.  Tim was a “page” in his early college days, and speaks the language of libraries.  He lives in Center Moriches, NY with his wife and four children.