Revitalize the Library Customer Service Experience from Outside In and Inside Out

A Series of Three Webinars presented by Lauren Burnett, President of the Center for Inner Quality

Explore how to meet and exceed customer expectations through a unique V.O.I.C.E. Customer Service Model that explores: the value we create and share, the opportunity to make a difference, the things we can do to make an impact, the ways we form connections and engage.

Explore delivering exceptional service by meeting five customer needs and enhancing the image of your service "V.O.I.C.E." from outside in and inside out.

The instructor for the series is Lauren Burnett, President of the Center for Inner Quality. She provides professional development opportunities that increase the effectiveness, empowerment and emotional intelligence of people in the workplace.

For maximum benefit, we encourage participation in all three live Webinar sessions, as content in each Webinar builds upon the previous session(s). In addition, the presenter may assign homework (and provide feedback) between sessions. However, if you know in advance that you cannot make it to a particular session, please go ahead and register for it. Your registration will entitle you to view the recording of the session you missed -- you will receive a link to the recording via email. Please view the recording prior to attending the next session.

Session descriptions, dates & registration:

Webinar # 1: From Outside In

  • Examine the philosophy of service inherent in the V.O.I.C.E. model
  • Identify areas of strength and areas of improvement in delivering responsive, engaging service
  • Proactively explore how to exceed customer expectations
  • Map Customer Points of Possibility to determine opportunities for proactively managing expectations
  • Determine how to meet and exceed 5 Top Customer Needs on each point of customer contact
  • Explore challenges of  “implementers” of library policy and “regs” 
  • Creating action individual action plan

Oct. 17, 2012

2-3:30pm Central time

Past event

Webinar # 2: Enhance Internal Customer Experience

  • How does what I do serve the whole? Fit into the Library mission?
  • How do I embrace personal responsibility and accountability? What does that have to do with being a good internal customer service agent?
  • How does what I do well and/or fail to do impact the other co-workers functions? How can I become value-added and build strong internal relationships?
  • What can I do to prevent workplace misunderstandings?

Oct. 24, 2012

2-3:30pm Central time

Past event

Webinar # 3: Phone Etiquette and Call Management

  • Are your phone practices creating a springboard for positive response or a sink-hole for negative reaction?
  • How the phone is answered and subsequently managed creates an image in the minds of customers. Create a positive impression and set a positive tone through etiquette and call management. Explore how to:

    • answer a call
    • place a call on hold
    • transfer a call and accept transfer
    • take a message
    • research information on phone
    • close a call
  • Call management check list

Oct. 30, 2012

2-3:30pm Central time

Past event

CE Credit:

Attendance at each live Webinar qualifies for 1.5 hours of Texas State Library Continuing Education credit or 1.5 hours of SBEC Continuing Education credit for school librarians (SBEC provider identification #500799). However, printed Certificates of Completion will not be issued. Instead, a follow-up email will be sent 2-3 business days after each event to individuals who logged in and attended the live Webinar. Attendees are advised to save and/or print the follow-up email as it will serve as proof of attendance for CE purposes.

CE credit is also available for group viewings of live Webinar events -- please follow the Group Webinar Viewing procedure listed in our Frequently Asked Questions.

Technical Requirements and other Frequently Asked Questions?

We are using the GoToWebinar web conferencing software for our Webinars. For more information on technical requirements and answers to other frequently asked questions, please visit our Webinar FAQ page.

Questions? Please contact:

Naomi DiTullio
Distance Learning Consultant
Phone: 512-936-2586
Email: nditulli@tsl.texas.gov

Page last modified: February 14, 2013
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