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RPL Netguides Training: Customer Service

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Andrea Mercado
Andrea Mercado

The Netguides program at Reading Public Library trains high school students (we'll expand the program in the future!) to help patrons through one-on-one technology training sessions and assistance in computer classes. For more information, see the Netguides information page at http://www.readingpl.org/netguides.html

TechnologyEducation
1 of 19
RPL Netguides Training: Customer Service Andrea Mercado, Netguides Supervisor
Netguides = customer service + teaching
*Great* Customer Service means: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Make The Great Customer Service Entrance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Teaching is hard. For serious. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Important qualities in a teacher ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Active Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions that help you help them ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Even if you’re frowning on the inside ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Zen and the art of intelligent ignorance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rah! Rah! Go learner! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Jargonese: your special language, not theirs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
No, really, the answer is “NO!” but nicely . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Who counts as a ornery patron? ,[object Object],[object Object],[object Object],[object Object]
Wrangling the ornery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Breaktime!
Activity: Amateur Architects ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Activity: Pass It Along ,[object Object],[object Object],[object Object],[object Object],[object Object]
Pass It Along ,[object Object],[object Object],[object Object],[object Object],[object Object]

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RPL Netguides Training: Customer Service