Working With Upset Customers – LYNDA.COM

lydna

 

Here at the Fountaindale Public Library we have a vast selection of databases and eresources in which one can choose from.  These include ones that fall under specific categories of research as pertaining to such topics as Articles & Research; Career & Consumer Information;  Education & Homework Help; Genealogy, History, & Culture; Home & Lifestyle; Lifelong Learning; Movies, Music, & Entertainment; Reading, Writing, & Publishing; and Servicios En Español…just to name a few.

Today I will be looking at those that fall under the category of “Education & Homework Help” as well as “Lifelong Learning”.  These include Universal Class, Mango Languages, Lynda.com, and Gale Courses.  Specifically, I will be discussing Lynda.com and my experience with it and using it.

Lynda.com is an online subscription library we offer here at the Fountaindale Public Library that teaches the latest software tools and skills through high-quality instructional videos taught by recognized industry experts.

To begin with, you have to create an account.  Once you have done that, you are now ready to be exposed to a plethora of various subjects and topics to examine and purse.

 

lynda-ipad-1440.jpg

 

The course I took and will be discussing is “Working With Upset Customers”. “Working With Upset Customers” is taught by Jeff Toister.  Presented in five parts of video instruction, Jeff examines the various facets of what you need to know and what you need to do to effectively serve angry and upset customers. He does this through proven techniques for effectively neutralizing negative situations.  He also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

He begins with a brief introduction of the course overview.  From there, he dives right in and examines customers two basic needs.  The first need customers have are they’re rational needs.  Rational needs can be defined as what a customer needs us to do for them.  And then there is the second need, their emotional needs, this is how a customer wants to feel about the service they’re receiving. Pointedly, he states that when someone is working with an angry or upset customer taking care of their emotional needs is and must be the absolute top priority in the given situation.

He first looks at Serving Angry Customers.  In doing so, he examines understanding our natural instincts.  Then he focuses on listening with empathy, helping the customer be right, and using the Acknowledge and Refocus technique.   The Acknowledge and Refocus technique is made up of two steps.  The first step is to acknowledge the customer’s feelings. The second step is to refocus the conversation on solving the problem. By doing so, it steels away from blame or confrontation and allows working with a customer to find a resolution. It can also help a customer cool down since they are no longer focusing on the thing that made them angry.  However, one thing he is very adamant about is that a line needs to be drawn when it comes to abusive behavior by an angry customer and that no matter what such behavior should never be tolerated.

Next, he addresses Learning from Angry Customers.  This includes preserving the relationship, conducting an after action interview, finding room for improvement, and passing along complaints.

Finally, he discusses Preventing Customer Anger.  This includes creating personal connections, avoiding unpleasant surprises,  replacing trigger words, and using the Pre-emptive Acknowledgement technique.  The key to the Pre-emptive Acknowledgement technique is spotting situations where a customer is likely to get angry. You prevent their anger from boiling over by acknowledging their feelings before they actually get mad. When customers get angry, it’s often because they have an unmet emotional need. It feels like nobody cares about their problem. The Pre-emptive Acknowledgement works because it acknowledges the situation and the customer’s negative emotions before they boil over.

With that he concludes the course, with a brief summary of all the topics that were discussed.

As you proceed through the course, it tracks your progress.  Finally, once the course is completed, you are then able to print up a certificate of completion.

I found the course to be very informative, easy to follow, and well presented.  You can tell Jeff is well versed in all the intricacies of working with upset customers and all that it entails.

I really enjoyed my experience with Lynda.com.  It makes learning very easy and hands on.  It allows you to learn at your own pace.  If there is a certain section or any material that you aren’t too sure or familiar with, Lynda.com lets you go back to those parts and/or sections and replay them.

If you get a chance to check out Lynda.com, do so.  Learning has never been easier, more user friendly, or convenient. I can’t recommend it highly enough.

 

– Brian S

Advertisements

MARCH MADNESS

Bracket

 

March Madness is a single-elimination tournament played each spring in the United States that features 68 college basketball teams from the Division I level of the NCAA (National Collegiate Athletic Association), to determine the national championship. The tournament was created in 1939 by the National Association of Basketball Coaches, and was the idea of Ohio State University coach Harold Olsen.  Played mostly during March, it has become one of the most famous annual sporting events in the United States.

The tournament teams include champions from 32 Division I conferences (which receive automatic bids), and 36 teams which are awarded at-large berths. These “at-large” teams are chosen by an NCAA selection committee, then announced in a nationally televised event on the Sunday preceding the “First Four” play-in games, currently held in Dayton, Ohio, and dubbed Selection Sunday. The 68 teams are divided into four regions and organized into a single-elimination “bracket”, which pre-determines, when a team wins a game, which team it will face next. Each team is “seeded”, or ranked, within its region from 1 to 16. After the First Four, the tournament occurs during the course of three weekends, at pre-selected neutral sites across the United States. Teams, seeded by rank, proceed through a single-game elimination bracket beginning with a “first four” consisting of 8 low-seeded teams playing in 4 games for a position in the first round the Tuesday and Wednesday before the first round begins, a first round consisting of 64 teams playing in 32 games over the course of a week, the “Sweet Sixteen” and “Elite Eight” rounds the next week and weekend, respectively, and – for the last weekend of the tournament – the “Final Four” round. The Final Four is usually played during the first weekend of April. These four teams, one from each region (East, South, Midwest, and West), compete in a pre-selected location for the national championship.

The Fountaindale Public Library is proud to present this month’s lobby tree display in celebration of March Madness with a plethora of books to choose from as well as a smattering of DVDs and CDs that take a look at all aspects of this popular sporting event.

 

Here is a sampling of some of the titles that await you:

  1. Great Teams in College Basketball History by Luke DeCock
  2. Last Dance: Behind The Scenes at The Final Four by John Feinstein
  3. The Legends Club: Dean Smith, Mike Krzyzewski, Jim Valvano, and an Epic College Basketball Rivalry by John Feinstein
  4. NCAA Basketball Championship by Annalise Bekkering
  5. When March Went Mad: The Game That Transformed Basketball by Seth Davis

 

…And, it’s all conveniently located for you on the 1st Floor, right when you first walk in!

 

best-march-madness-apps-2-720x720
So, come on in and celebrate this famous and popular annual sporting event.
-Brian

Universal Class – Bartending and Mixology 101

UniversalClassWS

 

Here at the Fountaindale Public Library we have a vast selection of databases in which one can choose from.  These include ones that fall under specific categories of research as pertaining to such topics as Articles & Research, Arts & Entertainment, Auto & Home,  Business & Employment, Consumer Information & Finance, Education & Homework Help, Genealogy, and Government & Law…just to name a few.

Today I will be looking at those that fall under the category of Education& Homework Help.  These include Universal Class, Mango Languages, Lynda.com, and Gale Courses.  Specifically, I will be discussing Universal Class and my experience with it and using it.

Universal Class is an excellent resource for anyone looking to further their knowledge and education.  Universal Class offers a staggering 500 online continuing education courses with real instructors.  Some of the courses include such diverse subjects as: Computer Training, Personal Finance, GED Training, Business, Pet and Animal Care, Professional Development, Health Services Training, Music and Painting, and many others.

 

 

bartending

 

 

The course I took and will be discussing in this blog is Bartending and Mixology 101.     To start you need to register as a new user.  After you have created an account, you then can decide on one of the 31 subjects listed.  Once you have decided on what subject you would like to pursue, below each one is an estimate of how many online courses each subject details.  You can also choose to search through the Course Catalog in the Find Course search box.  I typed in the word “Bartending” and with that it came back with 1 match found.  It could also be found under the main subject area of Arts, Crafts & Hobbies and under the subheading of Cooking and Baking.  It shows that there are 7 Lessons, 11 Exams & Assignments, 3 Hours average time, and how many CEUs.  The 7 Lessons were broken down as Alcohol Awareness, Bar Essentials – Alcohol, Bar Essentials – Additional Requirements, Cocktails, Beer, Wine, and Heated Drinks, Types of Establishments, and Employment.  I joined the course and began.  Each lesson included text, photos, videos, as well as links to certain recommended/essential sites as well as glossary of terms.  Each part is divided into sections that need to be completely in order to proceed further through the course.  After going through the specific lesson each portion would go turn from a red color to becoming highlighted with a checkmark and turning green.  Finally each lesson would end with an exam that would be either multiple choice, essay, or sometimes a combination of the two.  After which, would be sent to the instructor to be graded.  Sometimes it would take a few days other times it would only take a few hours to get your grade back via email to see if you passed to move forward through to the next portion of class.  Eventually, I reached the conclusion of the course and when I received the final email that I had passed and completed the course, I was presented with a Certificate of Course Completion.

 

bartending pic

 

The whole class and experience was very rewarding.  I found it to be entertaining, informative, and even fun.  The materials were presented in a way that was very easy to understand.  I also found navigating through the course very easy and user-friendly.  I also liked how the instructor would back all the grades in a very timely manner.  I cannot recommend Universal Class highly enough.  Cheers!

 

-Brian S.

National Poetry Month

poetry

 

April is National Poetry Month.  Introduced in 1996 and organized by the Academy of American Poets, National Poetry Month is a celebration of poetry as a way to increase awareness and appreciation of poetry in the United States. The Academy of American Poets’ website Poets.org serves as a hub for information about local poetry events during the month. The organization also provides free educational resources for teachers in classroom celebrations and activities, and also commissions an annual festival poster.  The Fountaindale Public Library is proud to present this month’s lobby tree display in celebration of National Poetry Month with a plethora of books to choose from as well as a smattering of DVDs and CDs that take a look at all aspects of this unique and wonderful art form.

poetry 4

 

Here is a sampling of some of the titles that await you:

  1. The American Night by Jim Morrison
  2. Complete Poems 1904-1962 by e. e. cummings
  3. Ghost Tantras by Michael McClure
  4. The Roominghouse Madrigals by Charles Bukowski
  5. The Scripture of the Golden Eternity by Jack Kerouac

 

…And, it’s all conveniently located for you on the 1st Floor, right when you first walk in!

poetry 5

 

So, come on in and celebrate the art as well as the poets who have contributed immensely to the creative foundation of Poetry.

-Brian

 

Black History Month Display

black-history-month-1

February 1st is the start of Black History Month.  Black History Month celebrates the people, history, culture and influence of African-American citizens in the U.S.  African-Americans contribute to our nation and economy in many ways, from our government and military, to small business, industry, arts, music, food and education. The Fountaindale Public Library is proud to present this month’s lobby tree display in dedication to Black History Month with a plethora of books to choose from as well as a smattering of DVDs and CDs that take a look at all aspects of this unique and wonderful culture.

Here is a sampling of some of the titles that await you:

  1. Black America: A Photographic Journey by Marcia A. Smith
  2. Creating Black Americans by Nell Irvin Painter
  3. Heart and Soul: The Story of America and African Americans by Kadir Nelson
  4. Legacy: Treasures of Black History by John Hope Franklin
  5. Living Black History by Manning Marable

 

…And, it’s all conveniently located for you on the 1st Floor, right when you first walk in!

black-history-month-2

So, come on in and celebrate the history, people, culture, and contributions of African-Americans and Black History.

 

-Brian

NEW YEAR, NEW YOU

new-year-new-you-2017-19

Every New Year brings about with it a time of change, growth, re-birth, and resolution. It is the time for the fresh start, making plans, setting goals, and living up to one’s full potential…all for the betterment of oneself. Acknowledgement is the first step, obtaining the means to reach said goals is the next. So, where does one start? Well, how about The Fountaindale Public Library! Come on into the Fountaindale Public Library and check out our newest Lobby Display! This month’s display is appropriately titled: “New Year, New You”, with an emphasis on health and exercise. The display contains a plethora of books to choose from as well as a smattering of audio books as well.

Here is a sampling of some of the titles that await you:

  1.  The 90-Day Fitness Challenge by Phil and Amy Parham
  2. Strong Women, Stay Young by Miriam E. Nelson, Ph.D.
  3. Shape Your Life: 4 Weeks to a Better Body- and a  Better Life by Barbara Harris
  4.   Stronger, Faster: Workday Workouts that Build Maximum Muscle in Minimum Time by Brian Kaufman
  5. Fit and Fabulous After 40: A 5-Part Program for Turning Back the Clock by Denise Austin

…And, it’s all conveniently located for you on the 1st Floor, right when you first walk in!

new-year-new-you-girl-pic-2017

So, come on in and get your New Year started off right!

– Brian

BASKETBALL DISPLAY

cleveland-fans-e1433481699594-534x348

The month of December celebrates the 125th Anniversary of Basketball.   Invented in 1891 by Dr. James Naismith, Basketball is one of the world’s most popular and widely viewed sports.  The Fountaindale Public Library is proud to present this month’s lobby tree display in recognition of the sport and some of its key players with a plethora of books to choose from as well as a smattering of DVDs.  …And, it’s all conveniently located for you on the 1st Floor, right when you first walk in!

Here is a sampling of some of the titles that await you:

  1. Big Game, Small World: A Basketball Adventure by Alexander Wolff
  2. Eleven Rings: The Soul of Success by Phil Jackson
  3. A Father First: How My Life Became Bigger Than Basketball by Dwayne Wade
  4. One Last Shot: The Story of Michael Jordan’s Comeback by Mitchell Kruegl
  5. Values of the Game by Bill Bradley

jordan-shot

So, come on in and celebrate the 125th Anniversary of Basketball.

-Brian S.