MELBOURNE LIBRARY SKILLS
Staff at your library deserve to learn the skills they need to keep your workplace a safe, enjoyable space for everyone in the community.
Libraries are more than a home for books. They are a hub for the community, a safe space to learn and create, and more than anything, they are a place where everyone should feel like they belong.
But libraries can get busy. And when things get busy, staff need to know how to complete their tasks efficiently whilst also interacting professionally with each other and all types of customers.
This is where customer service training steps in. Our Customer Service Boot Camp is for all staff and provides them with a chance to refresh their people skills so they can work together in harmony and provide excellent service all day, every day.
CUSTOMER SERVICE BOOT CAMP
Customer Service Boot Camp is a 1-day event that is fun, but not silly, relaxed but not boring and packed to the brim with the skills and knowledge library staff need so they can become and remain Customer Service Professionals.
Customer Service Boot Camp leaves staff feeling empowered!
LEARN FROM THESE EXCLUSIVE TOPICS
Behavioural Styles – Understanding the 4 DISC styles of Human Behaviour and how this knowledge can improve all workplace interactions.
Emotional Intelligence (EQ) – What it is, how to prove you have it and why it matters to everyone.
Communication Power – Face to face and telephone service excellence.
Super Service – How to identify and exceed customer expectations.
Embrace the Complaint – The tough stuff made easy.
Just for You – Less stress, more compliments and how to leave work at work
WHAT WILL STAFF TAKE AWAY FROM THE BOOT CAMP?
Increased self-awareness and improved teamwork skills
The confidence to engage with all customers professionally
A 4-step process to handle complaints with ease
Actions to increase job satisfaction and decrease stress
A clear understanding of their value and the power of customer service skills
WHAT ACTUALLY HAPPENS AT BOOT CAMP?
First of all, there is no need to stress about being asked to stand up and complete intensive and sweat-inducing activities. It’s not that kind of boot camp.
Customer Service Boot Camp is about sharpening people skills, airing frustrations, sharing best practices and learning what it takes to become and remain a Customer Service Professional at your library.
We do all of this in a relaxed atmosphere, with lots of practical and achievable actions that attendees can immediately implement back at work.
Oh, and one more thing....there are NO ROLE PLAYS. We know that role plays make most attendees feel anxious so we guarantee a role play free Boot Camp so everyone arrives relaxed and ready to engage.
WHO IS THIS BOOT CAMP FOR?
Customer Service Boot Camp is for everyone at your library. We work with Library teams across Victoria, from Melbourne to Mildura, Horsham to Healsville and Shepparton to Sale and beyond.
We welcome staff in all roles ie: Technicians, Customer Support Officers, Programs and Support Officers, Frontline Services Officers, Managers, Outreach Programs Officers, Assistants, Support Services Officers - no one gets left out.
You get to choose who attends, but we recommend that everyone should come along. Customer Service Boot Camp is as much about refreshing customer service skills as it is about strengthening the entire team.
need approval from management? Download this awesome brochure to share with them!
Not sure if management would approve the idea of a boot camp? Download your own FREE brochure to share all the details on this invaluable training.
Testimonials
INTERESTING, ENTERTAINING & INFORMATIVE
“This was definitely one of the best customer service training sessions I’ve attended. The trainer was really interesting, entertaining and informative.”
THIS IS FOR EVERYONE
Great to have a refresher and learn something new – I got a lot of new stuff out of it. Excellent session, I hope everyone can go through it at some stage.
MADE ME FEEL INCLUDED
“Cate is passionate about her work and this translates to her delivery. She immediately puts people at ease and can relate to everyone.”
I FEEL EMPOWERED
I feel so much more empowered to deal with difficult customers. There were just the right amount of group activities, it was extremely easy to participate and everyone can learn something from this session.
POSITIVE I WILL HAVE EVEN BETTER DAYS AT WORK
“The concept of Human Behaviours was extremely valuable and it was a great team building day. Cate was wonderful at bringing the personal into the professional. I definitely feel ready to employ her techniques and am positive I will have even better days at work!!”
REVITALISED & EMPOWERED TO KEEP DOING THE JOB I LOVE
“You nailed it on the head! Thank you! I feel revitalised and empowered to keep doing the job I love. Sometimes you just need a boost. The language and approach were spot on – made us all feel important, valued and respected. You’ve come at a very tense time in the Org, and you reignited my passion for excellent service.”
BEST TRAINING SESSION I HAVE EVER PARTICIPATED IN
“By far the best training session I have ever participated in for work! Clear and easy to follow information, extremely relevant to the library as a workplace. Cate is a really engaging presenter, I could have listed past 3pm. Absolutely amazing really!”
CATE SCHRECK
Hello, I’m Cate!
I’m the Director of Lightbulb Training Solutions (LTS) a Service Excellence Coach and the Author of “The A-Z of Service Excellence”
I am known for designing and delivering workplace training programs that educate and motivate staff to work together in harmony and provide consistently excellent customer service.
I hold qualifications in:
Business (Frontline Management),
Training and Assessment, V.E.T (Disability),
Mental Health Social Solutions and Counselling,
Accredited DISC ADVANCED® Assessor and Facilitator
BUT, what I think matters most is my 35+ years of on the job expereince providing, managing, leading and training customer service.
I am passionate about sharing the knowledge and skills staff need that create harmonious workplaces and delighted customers.
CUSTOMER SERVICE BOOT CAMP PRICING
$4,350
Plus GST
We recommend a minimum of 15 and can accommodate a total of 25 attendees.
That’s less than $175 + gst per person for 25 attendees!
Still not sure if management will be keen on the idea? Ease their mind with this FREE brochure outlining everything they need to know about our Customer Service Boot Camp.
Frequently Asked Questions
We’re not sure if this will fit in with our schedule, do we have time for something like this?
We respect and understand how busy you are, which is why we will work with you and customise the boot camp to suit your time frame - the boot camp can last anywhere from 2 hours up to a full day depending on your availability.
We are all already so busy, do we really need to do customer service training?
YES! Staff who interact with cusotmers need to refresh their skills at least annually or you risk staff becoming complacent and feeling undervalued. Customer service trianing is a way to reduce stress, improve productivity and increase compliments.
We are all already so busy, do we really need to do customer service training?
Our boot camp is available for everywhere in Victoria, from Bendigo, to Melbourne, Ballarat, Shepparton, Echuca, and beyond.
What sort of topics will be covered?
We customise the boot camp based on your needs. Topics include learning:
Behavioural Styles
Importance of Emotional Intelligence
How to Communicate
How to Identify and Exceed Customer Expectations
Embracing Complaints
Who can attend this boot camp?
Absolutely anyone in your team! We suggest that everyone should attend, as this boot camp is not just about refreshing customer service skills - it’s even more so about strengthening your team.
We also recommend a maximum of 25 attendees and a minimum of 15
What do attendees get out of attening Customer Service Boot Camp?
We are proud to have received such wonderful feedback from previous attendees - you can view some of these above in the Customer Testimonials section.
RELATABLE CUSTOMER SERVICE TRAINING
If you’ve ever heard one of your colleagues say - “Why do I even have to do customer service training?” - it’s usually because they’ve either had a previous bad experience, they think they know it all or they don’t understand how important it refresh their customer service attitude and skills.
The great news is that Customer Service Boot Camp considers and engages everyone; from brand new staff to those with decades of experience. Everyone leaves feeling grateful and valued.
We believe and our customers agree; nothing is better than a business staffed with people who have excellent communication skills, a geniune desire to learn and a healthy obsession for providing consistently excellent service to each other and their customers.