Northeast Ohio Regional Library System - Event Information
An Empathic Approach to Customer Service Training
Training and Customer Service
This presentation addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group interaction, we will look at special and challenging situations such as code of conduct violations and difficult patrons. Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.
Understand how your emotional responses influence patron interactions and several tools you can use to create more positive results
Identify at least one of your own implicit biases and understand how it can affect the customer service you offer
Tell at least one personal story about customer service that can be used to improve customer service in your own library
Molly Meyers LaBadie has been in Libraries since 2001. She was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.