9/11/2025
10:00 AM - 11:00 AM Eastern

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Communication and Customer Service

Tired of workplace friction impacting productivity and morale? The solution lies in embracing a revitalized understanding of civility. This isn't about superficial niceties; it's about deeply respecting the diverse perspectives, needs, and identities of your colleagues while honoring your own. As discourtesy increasingly disrupts our workplaces, leading to turnover and poor performance, embedding internal customer service standards that are rooted in civility can make a powerful difference. This workshop offers the next critical step towards strong internal customer service skills: learning what this new civility means, why it's indispensable for a positive and productive environment, and how you can actively cultivate these vital skills.

Learning Objectives:

• Attendees will have a deeper knowledge of the modern definition, and role, of civility within the scope of internal customer service.
• Attendees will understand the skills necessary for a workplace that prioritizes civility.
• Attendees will be able to develop their own civility skills and know how to put them into practice in the workplace. 

Presenters:

Mary Frankenfield has worked in the Mansfield/Richland County Public Library system for more than 20 years. During her time at MRCPL, Mary has worked as a page, a clerk, a children's librarian, and a branch manager. She has been in her current position as Deputy Director for a little over seven years. Among her many other duties, Mary has an active role in employee training and development and has presented workshops for NEO-RLS, OLC, and the MRCPL staff.



Beth Donaldson started her library career as a page in 2006 at Westlake Porter Library. She worked her way up to Children’s Services and earned her MLIS in 2010. Currently she is a Branch Manager with Mansfield-Richland County Public Library as well as a Customer Service trainer for new hires. She likes to say that she learned about the importance of Internal Customer Service the hard way, and she’s here today to share some insights and a story or two. 
 

Setting: Live Virtual
Online via Zoom
UNITED STATES

Melissa Lattanzi

Who should attend:  Anyone wanting to know more about the power of civility
Competencies:  Communication and Customber Service

Non-Member Cost:      $40
NEO-RLS Bronze Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE
NEO-RLS Individual Member Cost:  $20

Can't attend on the date or time listed? Sign up anyway!  This webinar includes archive access for later viewing at your convenience.
 
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9/11/2025

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