It has been said, “Customer Service truly begins once we have failed our customer.” Yet, customer service recovery is one of the most critical, yet least talked about components of an organization’s customer service goals and mission.

This webinar examines how library employees can empower their departments and organizations to respond (and not react) when service failures happen and how to anticipate customer service problems and failures to retain and create loyal customers.

Participants will learn and begin to master:

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Now, more than ever, all library employees working at all job levels must understand their essential role as spokespersons on behalf of their libraries. They must be able to deliver powerful messages that stress the value of libraries in order to gain community understanding and support.

Through this webinar fashioned after the American Library Association Frontline Advocacy Initiative, you will learn techniques and gain tools needed to feel comfortable in your role on the frontline and to motivate library customers to support the library' ...

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Here's a topic on the minds of all libraries. Details to follow...
Below is the list of the entire series:

September 21, 2011 Merit Based Pay: What is it?
October 5, 2011 Developing a Merit Based Pay System
November 9, 2011 Effective Evaluations: The Foundation of a Merit Based System
December 7, 2011 How Do I Pay For It? Funding a Merit Based Pay System

To provide a foundation for the Merit Based Pay Series, Robin will use her 20 years of human resource management experience to provide an overview of the role of compensa ...

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The Ohio Ethics Law session provides timely information regarding the Ohio Ethics Commission and about restrictions in the Ohio Ethics Law and related statutes that pertain to all public sector employees and private sectors parties who are regulated or do business with public offices.

Objectives:

• Understand how to identify and avoid acting on potential conflicts of interest

• Understand definition of public contracts and ethics prohibitions related to public contracts

• Identify potential post-employment requireme ...
  
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Come one; come all to NEO’s Fall Showcase and Luncheon, featuring ALA President-Elect Maureen Sullivan. Formally a "membership meeting", this semi-annual event has been re-invented as a membership drive. Both full and geographic member libraries are encouraged to send staff at the same low price of $25 for the first attendee and only $5 for each additional person.

Bring a friend to hear success stories of libraries working together around the nation. The State Library and NEO Staff will also update you on the exciting current and future ...

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