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Get Tips for Great Customer Service at Free Workshop Viewing

2013 June 3

customer-service200pxWatch a popular American Library Association (ALA) online workshop on How to Deliver Great Library Customer Service at a library near you on Thursday, June 20, 2013 from 1:30-3:00pm CST.  Find your nearest host site here.

If you would like to attend the webinar showing at one of the listed locations, contact the host library’s site coordinator directly via email to let them know you’re coming and to get details and parking information.  Participants will receive 1.5 hours of continuing education credit for this event:

How to Deliver Great Library Customer Service (ALA online workshop)
A 90-minute workshop, Thursday, June 20, 2013 at 1:30 p.m. CST
Presenter:  Coach and speaker Laurie Brown.  In addition to customer service, she regularly speaks on developing skills in leadership, presentation and sales.  She was a facilitator in the Public Library Association’s Turning the Page 2.0 advocacy training. Brown has worked with culturally diverse audiences at all organizational levels, and her clients have included Fortune 500 companies, government agencies and small family-owned businesses.

Workshop Description:  Drawing on 20 years’ experience as a trainer and coach, Laurie Brown will show you how to create a welcoming, friendly experience for patrons, students and other library users.  Satisfied customers mean good vibes, and happy library users are part of a strong library. In addition to learning how to fulfill the expectations of the people who use your library, you will also get pointers on listening and communications skills to help your conversations with angry, chatty or overly demanding patrons as gracefully as possible.

Topics include:

  • The top three customer service qualities for your library and how to achieve them
  • Defusing conflict with difficult patrons
  • Ensuring that staff makes positive customer experience a priority
  • How to question library users effectively

With thanks to hosting libraries, this webinar is sponsored by the Texas State Library and Archives Commission (TSLAC) with grant funding from the U.S. Institute of Museum and Library Services.  Questions about other continuing education opportunities from TSLAC?  Contact Thea Blair at ld@tsl.texas.gov, (512) 463-5465, or (800) 252-9386.

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