Free class on online reference in ND, June 23

An interesting (free!) training opportunity on online reference and service, held in Grand Forks, ND in June….
WOW! Thanks! Customer Service in a Technology Driven World
June 23, 2010 from 9:30 am to 3:30 pm
UND School of Medicine Building: 501 N Columbia Rd: Room 5520

Program overview:

This professional instruction seminar on providing health care information will focus on delivery of telephone and email reference service.
The workshop will provide training on how to increase customers’ satisfaction with online reference and information services. Special emphasis will be given to information professionals who work with remotely located customers. Topics discussed will include: email and voice etiquette; response time; organization of information to be delivered; matching the information retrieved to the client’s initial request; applying emotional intelligence to difficult situations; and embracing the information service profession with energy and enthusiasm.
Seminar Speaker:
Chris Thompson, Group Manager at Microsoft will present this seminar. For the last 11 years at Microsoft she has worked in call center support and management. Chris manages the group of engineers that provide technical support to Microsoft’s larger office customers for North America. Customer satisfaction is one of the key metrics that she is responsible for within this group which consists of 90 engineering resources located in Charlotte, Dallas, Seattle and Fargo.
Offered By:
A joint project of the Rural Assistance Center (RAC) Health Workforce Information Center (HWIC) and the Harley E. French Library of the Health Sciences.
To register:
To register please contact Kathy Spencer at or 701-777-6029. Please register by June 18th.
There are no fees for this seminar. However, registration is required. Lunch is on your own.
This seminar is being funded through a Professional Instruction Award from the GMR/NNLM. It is funded in whole or in part with federal funds from the National Library of Medicine, National Institutes of Health, Under Contract No. NO1-LM-6-3505.
Barbara Knight, MA, MLS, AHIP
Assistant Director & Collection Management
Library of the Health Sciences
Medical School Room 1300
501 N Columbia Rd Stop 9002
Grand Forks ND 58202-9002


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