Customer Service on the Front Lines

Customer Service for 2012 - a half-day workshop designed to give you insights on how to provide exceptional customer service. How is communicating with our customers different now than a few years ago? What do they expect from us, and in what time frame? We will discuss each of these questions, and learn how to be prepared for customer service for 2012.

This workshop is designed to give you insights on what our customers expect from us. We will have conversations on the various ways to communicate with our customers such as face-to-face, using social media and indirect methods. We will discuss the type of questions to ask to better understand our customers needs, talk about their expectations and ensure that each conversation is helpful regardless of the customer’s question.

  Ben Hogben is the Access Services Manager of the Ithaca College Library. He has worked in Access Services for 18 years and has supervised student assistants and staff for the past 14 years.  He holds a BA from Ithaca College, and has a certificate in Coaching Employees for High Performance from the American Management Association and a coaching certificate from the Institute for Life Coach Training. He is also an Adjunct Professor at Tompkins Cortland Community College.