I thought Cheryl Gould did an excellent job.  She had an upbeat, well-paced presentation incorporating lecture with a good listening style.  She got people talking.  Her exercises and handouts were very useful.  The context of "Customer Service" in the Self Check World was a very good broadening element.  Ruth and I will be using this workshop as a further way to expand our work around self service, etc. technologies and transition to the "new library model".