Customer Service Excellence Seminar for Librarians - Polokwane 15 Mar, Pretoria 28 Mar, Cape Town 19 April 2013

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Esther Josias-Manuel

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Feb 25, 2013, 6:45:19 AM2/25/13

to pd...@googlegroups.com

Apologies for cross-postings!

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!

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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! 10% surcharge applies to late registrations & payments.
Polokwane – 15 Mar - Registration closes 1 Mar 2013 Registration Fee: R100 pp until 1 Mar 2013. R110 pp from 2-5 Mar. R125 pp from 6-9 Mar. LIASA Limpopo members pay R80 pp until 1 Mar 2013. R90 pp from 2-5 Mar. R100 pp from 6-9 Mar. No catering will be provided.
Pretoria – 28 Mar - Registration closes 14 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*
POLOKWANE		CAPE TOWN
*General Workshops:* R1 370 pp per workshop Develop Your Management Potential I – 12 Mar Develop Your Management Potential II – 13 Mar _____________________________________________ *Courses:* Assessor Training Course – 18, 19 & 20 Mar R4 275 per person payable by 28 Feb 2013. Alternatively Fees can be paid in instalments: Deposit R1 875 by 28 Feb. First Instalment of R1 400 on 15 Mar. Last Instalment of R1 400 on 15 Apr. Fee includes: Training, Assessment, Moderation + Certification Moderator Training Course – 24, 25, 26 Apr R4 275 per person payable by 31 Mar 2013. Alternatively Fees can be paid in instalments: Deposit R1 875 by 5 Apr. First Instalment of R1 400 on 24 Apr. Last Instalment of R1 400 on 15 May. Fee includes: Training, Assessment, Moderation + Certification 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 Seminar:* R100 pp (no catering provided). Registration closes 1 Mar. Customer Service Excellence for Librarians – 15 Mar *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 Emotional Intelligence – 1 Mar Conflict Management – 4-5 Mar (R2 625 pp) Stock Loss Prevention – 11 Mar Diversity – 12 Mar ______________________________________________ *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. Assessor Training Course – 6, 13 & 20 Apr R4 275 per person per course payable by 20 Mar 2013. Alternatively Fees can be paid in instalments: Deposit R1 875 by 20 Mar. First Instalment of R1 400 on 6 Apr. Last Instalment of R1 400 on 6 May Fee includes: Training, Assessment, Moderation + Certification ______________________________________________ *Librarian Seminar:* R100 pp (no catering provided). Registration closes 5 April. Customer Service Excellence for Librarians – 19 Apr *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
		PRETORIA
		*General Workshops:* Communication Excellence – 14 Mar (1 540 pp) Presentation Skills – 25-26 Mar (R2 850 pp) *Librarian Seminars:* R200 pp (Brunch will be provided). Registration closes 14 Mar Customer Service Excellence for Librarians – 28 Mar *Librarian Workshops:* R1 150 pp per workshop. Minute Taking for Librarians – 28 Feb Report Writing for Librarians – 1 Mar 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
JOHANNESBURG		DURBAN
*General Workshops:* R1 540 pp per workshop Stock Loss Prevention – 5 Mar Customer Care – 6 Mar Telesales – 7 Mar Office Management – 13-14 Mar (R2 850 pp) Frontline Reception – 18 Mar Develop Your Management Potential I – 20 Mar		*General Workshops:* R1 370 pp per workshop Sales Negotiations – 6 Mar Telesales – 12 Mar Frontline Reception – 14 Mar Leadership – 29-31 Mar (R10 260 pp) Emotional Intelligence – 8 Apr Business Writing – 10 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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