Category "Training Sessions"

January 19, 2006

Breeze PowerPoint Presentation

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Posted by at 2:10 PM | Training Sessions

Category "Training Sessions"

November 4, 2005

Customer Service Training Sessions

TRAINING SERVICES - Service Improvement Program
Enroll at or contact Training Services by e-mail or phone 612-626-1373. (See our website at for more fall class offerings).

Needs Assessment
Wednesday, November 16, 9:00-11:00, 210 Donhowe
How do you determine what services to deliver? How can you ensure customer needs are being met? Conducting a needs assessment is a valuable way of identifying customer needs in order to maximize success. Participants will define needs assessment and discuss when to initiate one, learn a process for conducting a needs assessment, discuss techniques for information gathering and explore the different types of questions and the value of each method.

Team Service
Friday, November 18, 9:00-11:00, 210 Donhowe
This customer service training session will explore how staff members can work together within their units or partner with other units to provide great service to the University community.

Delivering Great Service
Wednesday, November 30, 8:30-11:30, 210 Donhowe
Review the University's Service Philosophy in this workshop and build on your communication and problem-solving skills! Learn ways of providing approachable, responsive and timely service to your clients/customers!

Wednesday, November 30, 1:00-3:00, 210 Donhowe
Through video and discussion, participants will be introduced to the FISH! service philosophy used by the world famous Pike Place Fish Market in Seattle. Explore how these four principles can be applied at the University of Minnesota.

"So HELP Me!" takes a fresh look at customer service by showing the direct connection between a supervisor's behavior and the way employees treat customers. when employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.

Posted by at 12:15 PM | Training Sessions

Category "Training Sessions"

Unravel 1: Orientation to the Libraries & Tour of Wilson Lib.

Steve and I attended an introductory Unravel Session last Friday. As indicated in the description below, the session was largely focused on introducing undergrads to the U Libraries, especially the web page, but there was also a short tour of Wilson Library. Lynn Beck will be sending us some of the literature (i.e. the script) they use to teach the class. She said there may be some info on the staff wiki, also.

Unravel Workshop Worksheet
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Unravel 1: Orientation to the Libraries & Tour of Wilson Lib.
There are almost 2 dozen libraries at the University. How do you know which one to use? What services do the libraries offer to make your research easier? Get the inside scoop from library staff themselves.

This session includes an orientation to services and resources available through the Libraries, an overview of the Libaries website and MNCAT, the library catalog, and a tour of Wilson Library.

Prerequisites: This workshop is designed for new students to the University and for students just beginning to use the University Libraries.

Posted by at 12:14 PM | Training Sessions