..40 – 60% of your Library patrons/customers will  not approach the desk to ask  for the help they need.  Many, feeling underserved, will not return. These “hidden customers” will only be  found and served by Pro-active, Roving*  Library Staff.

Pro-active Service and Roving is a powerful, effective workshop and follow-up program which has been successfully implemented in Libraries in Canada, the U.S.A., Australia and New Zealand.
Joan Giannone, President of Mentor Group Training Inc. has over 9 years of experience consulting with and training thousands of Library Staff and Managers at dozens of Library Systems internationally. Her experience has shown clearly that many Libraries are grappling with similar issues when attempting to broaden their service model to include roving. Using this insight, Joan created the dynamic and practical workshop, “Pro-active Service and Roving”, which has provided Roving success and service transformation at Libraries in Canada, The U.S.A., Australia and New Zealand.
Designed to:

Enable staff to confront an increasingly complex and changing information services marketplace, especially regarding customer expectations and choices

Heighten awareness around the impact of poor customer service interactions

Introduce a simple, powerful professional standard of skills and techniques to improve the consistency and quality of customer service, system wide.

An effective, customized 1 or 2-day workshop and planning session for all library staff

Analysis of information services trends and the competitive landscape

Featuring…

Effective, non-intrusive methods for approaching people while roving

Review of the importance of body language when roving – yours and theirs

Application of 6 Steps to Proactive  Service

Staff feedback on potential barriers to proactive and/or roving customer service, and solutions to remove those barriers

Reinforced By…

A simple and comprehensive 4-week Email follow-up campaign

Mentor Group Training Inc. communication and mentoring services as needed

For more information, contact Joan Giannone at joan.giannone@rogers.com, or 905-425-0362