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Fully Engaged Customer Service


Whether you spend most of your time on the front lines or primarily serve internal customers, your ability to handle your workload will be enhanced when you learn how to complete customer interactions successfully at the first point of contact, while cultivating a positive attitude and keeping stress levels to a minimum.

Improving customer service outcomes requires moving beyond old habits to create a lasting change in behavior.  In this safe and friendly environment you will practice simple, powerful techniques for improving

  • Eye contact
  • Facial expression and body language
  • Tone of voice
  • Availability to customers
  • Your ability to listen when distracted
  • Customers’ ability to self-serve in the future

In this session you will practice and experience how to enhance service through being fully engaged to create a win-win experience that saves time for both you and the customer.


Cheryl Gould is a learning facilitator and training consultant who believes in the transformative role libraries can play in their communities.  Cheryl’s professional role is to help libraries with the culture shift required to move from an institution that provides access to resources to one that promotes conversation, learning and engagement at all levels.  Cheryl’s ability to connect people and ideas, to facilitate conversation and to enhance learning has been demonstrated through 17 years of working with libraries in thousands of hours of consulting,mentoring and training.  Her passion for learning, crossed with current developments in neuroscience and her involvement with Applied Improvisation to create library cultures of “Yes, And…” defines her work.


Library staff of all levels 


South Carolina State Museum, 301 Gervais St, Columbia, SC 29201


FM Auditory Assistance, large print materials, and other accessibility accommodations are available by request. If you need a reasonable accommodation in order to participate, please contact the program organizer at least two weeks in advance. 

Questions about the workshop?  Contact: 

Tiffany Hayes, Continuing Education Consultant
South Carolina State Library 

Friday, November 8, 2019
9:00AM - 1:00PM
South Carolina State Museum
Continuing Education
Registration has closed.