Register on site - Customer Service Excellence Seminar for Librarians - Nirvana Public Library - Polokwane 15 Mar 2013

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Esther Josias-Manuel

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Mar 13, 2013, 5:40:36 AM3/13/13

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Apologies for cross-posting!

We also offer a Customer Care workshop for non-librarians. Kindly contact us for more information. If you are not a librarian, please forward to the library staff in your institution. Thank you in advance!

____________

Dear All

We will be accepting walk-in registrations for the Polokwane seminar, as we are aware that some of you will only be paid on Friday.

The late registration fee will apply:

R100 pp for LIASA members (please bring your 2013 card or proof of payment)

R125 pp for non-LIASA members

The venue is: Nirvana Public Library, Nirvana, Polokwane

Registration is from 08h30-09h55.

The seminar commences at: 09h00 on 15 February 2013

Parking: Is free outside the library

Logos and Fonts-PDE-full Cmpressed

CUSTOMER SERVICE EXCELLENCE SEMINAR FOR LIBRARIANS *15 MAR 2013 – POLOKWANE* *28 MAR 2013 – PRETORIA* *19 APRIL 2013 – CAPE TOWN*
SEMINAR REGISTRATION FEES Refer to the relevant city information.
Pre-registration is vital to book your space. No walk-in registrations accepted. If fewer than 10 people register by the close of registration, the seminar will be postponed.
Polokwane – 15 Mar - R125 pp from 6-15 Mar. LIASA Limpopo members pay R100 pp from 6-15 Mar. No catering will be provided.
Pretoria – 28 Mar - Registration closes 22 Mar 2013 Registration Fee: R200 pp until 14 Mar 2013. R220 pp from 15-18 Mar. R250 pp from 19-22 Mar. Brunch will be provided.
Cape Town – 19 Apr - Registration closes 5 Apr 2013 Registration Fee: R100 pp until 5 Apr 2013. R110 pp from 6-9 Apr. R125 pp from 10-13 Apr. No catering will be provided.
SEMINAR DETAILS
This seminar is not credit bearing. The content has however been designed to align with SAQA US ID 119676: Apply the skills of customer care in a specific work environment
CONTENTS		AIM
Attitude and aptitude The customer Understanding people Knowing the library Effective/positive communication skills Queries and complaints Preventive/pre-emptive measures Verbalising solutions effectively Dealing with angry customers Exceeding customer expectations Working together as library staff to solve customer problems		To motivate and empower librarians and library staff to communicate clearly and apply this knowledge in the interest of customer service.
		OUTCOME
		The learner will be provided with the tools to convey a “can do” attitude towards library customers.
		WHO SHOULD ATTEND?
		All librarians and staff in the information services industry who want to improve their customer service skills or who need a refreshers course.
*UPCOMING TRAINING WORKSHOPS* *CAPE TOWN, DURBAN, JOHANNESBURG, PRETORIA & POLOKWANE* Courses and workshops can be offered in-house, other provinces or at a group rate. No VAT is charged. Registration forms and payments must be received 14 days prior to training, unless otherwise stated. *No walk-in registrations are accepted. Please advise us if your registration is late.* *A 10% surcharge applies to late registrations & payments.*
POLOKWANE		CAPE TOWN
*General Workshops:* R1 370 pp per workshop Customer Care – 10 May _____________________________________________ *Courses:* Facilitator Course – 4, 11 & 18 May R4 275 per person payable by 15 Apr 2013. Alternatively Fees can be paid in instalments: Deposit R1 875 by 15 Apr. First Instalment of R1 400 on 3 May Last Instalment of R1 400 on 17 May Fee includes: Training, Assessment, Moderation + Certification Risk Management Training Course – 16 Aug R3 750 per person. Registration closes 30 Jul 2013. Fee includes Training + Attendance Certificate. Register 4 people & get 5% discount. Register 5 or more people & get 10% discount. _____________________________________________ *Librarian Workshops:* R950 pp per workshop. Report Writing for Librarians – 23 May Moving into Management for Librarians – 24 May		*General Workshops:* R1 370 pp per workshop Office Management – 18-19 Mar (R2 625 pp) Customer Care – 20 Mar Leadership – 26-28 Mar (R10 260 pp) Frontline Reception – 3 Apr Sales – 4 Apr Stress and Time Management – 9 Apr Training for Retail Assistants – 11 Apr ______________________________________________ *Courses:* Risk Management Training Course – 28 Mar R3 750 per person. Registration closes 15 Mar 2013. Fee includes Training + Attendance Certificate. Register 4 people & get 5% discount. Register 5 or more people & get 10% discount. ______________________________________________ *Librarian Workshops:* R1 150 pp per workshop. Registration closes 2 April. Minute Taking for Librarians – 16 Apr Report Writing for Librarians – 17 Apr Moving into Management for Librarians - 18 Apr
JOHANNESBURG		PRETORIA
*General Workshops:* R1 540 pp per workshop Office Management – 13-14 Mar (R2 850 pp) Frontline Reception – 18 Mar Develop Your Management Potential I – 20 Mar Leadership – 26-28 Mar (R10 260 pp)		*General Workshops:* Communication Excellence – 26 Mar (1 540 pp) *Librarian Seminars:* R200 pp Only brunch provided). Registration closes 22 Mar Customer Service Excellence for Librarians – 28 Mar *Librarian Workshops:* R1 150 pp per workshop. Moving into Management for Librarians – 27 Mar ______________________________________________ *Courses:* Risk Management Training Course – 7 Jun R3 750 per person. Registration closes 24 May 2013. Fee includes Training + Attendance Certificate. Register 4 people & get 5% discount. Register 5 or more people & get 10% discount. _____________________________________________ *Conferences:* Conference for Limpopo & Environs Office Professionals – 11-13 Sep
DURBAN
*General Workshops:* R1 370 pp per workshop Telesales – 12 Mar Frontline Reception – 14 Mar Leadership – 29-31 Mar (R10 260 pp) Diversity – 4 Apr Emotional Intelligence – 8 Apr Business Writing – 10 Apr Frontline Reception Advanced – 16 Apr
ENQUIRIES Should you have any queries or require us to email or fax you the course information or a registration form, please contact: Esther: E-mail: est...@pdesa.co.za Cell: 076 508 9526 Fax: 086 617 2017
CONTACT INFORMATION Mon - Fri: 09h30-11h00 & 11h30-14h00 Sat, Sun, Last Fri of the month, Public Holidays & during events: Closed
POLOKWANE	CAPE TOWN
Cell: 076 508 9526 Fax: 086 617 2017 Email: est...@pdesa.co.za Postal address: P O Box 15104, Flora Park, 0699 Physical address: Port 74 Plot 39 Baskoppies, Dalmada	Cell: 084 2500 257 Fax: 086 617 7832 Email: in...@pdesa.co.za Postal and physical address: 10 Salmon Street, Silver Oaks, Kuilsriver, 7580
*Poussière d’étoiles - Bringing skills closer to you!* *Web:* *www.pdesa.co.za* *Google: http://groups.google.com/group/pdesa* *Facebook: www.facebook.com/pdesa.co.za* *Librarians: https://groups.google.com/group/lisetsa*

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