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August 2nd
Handling Customer Complaints without Taking Things Personally
Handling Customer Complaints without Taking Things Personally
Monday, August 24th, 2009
9:00 a.m. - 10:00 a.m.
At your desk--through the Online Wimba Classroom
Andrew Sanderbeck is an expert trainer on leadership and team development, communications, customer service and generating revenues for libraries and library systems. He is the past chair for The Small and Rural Libraries SIG of the Florida Library Association. Andrew presents over 100 customized staff development workshops, seminars and keynotes for organizations and at conferences around the world each year and was recently a featured presenter at the 2006 ALA Conference in New Orleans.
He is the founder of The Sanderbeck People~Connect Institute, an organization that enjoys serving others that value professionalism, vision and purpose and making a difference in their organizations and communities. Andrew consults for libraries and other non-profit organizations to help them realize the true human potential of their management and employees. He publishes the Library~Connect Newsletter, a free monthly e-publication read by library professionals around the world.
With your head spinning from the parade of job candidates you've interviewed, you may be very confused about who said what and who you thought was the best person for the job. That opinion may have changed as each candidate came and went. This is precisely why it is so beneficial to take notes and having a rating method to compare candidates. It may seem like a pain at the time, but will definitely be beneficial when you approach decision-making time.
The Hire Right the First Time Series: Rating Candidates to a Set Standard webinar looks at three basic methods for selecting the best candidate for the position and gives examples of ratings scales and systems that are used during the interview. We’ll also discuss the use of behavioral profiling and testing as a part of the hiring process.
This one hour session has been approved for 1 Library Education Units (LEUs) from the Indiana State Library.