4/15/2021
10:00 AM - 11:00 AM Eastern

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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.
 
Learning Objectives:

• 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

Presenter:

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.

Online
Via Zoom
UNITED STATES

Melissa Lattanzi

Who Should Attend:  Anyone interested in empathic customer service
Competency:  Customer Service and Training

Non-Member Cost:      $40
NEO-RLS Bronze Member/
NORWELD, SERLS, SWON Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE

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4/15/2021

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