12/13/2023
2:00 PM - 3:00 PM Eastern

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Customer Service

We have all been known to tell stories about our experiences working in the public library. Many of those include stories about patrons, sometimes positive ones, but far too often it’s the negative ones that get us the attention we are looking for when telling a story. While many believe venting helps reduce stress after a difficult interaction with a patron, the research shows the opposite is true.

In this session we will explore types of patron bashing and how it is damaging to the person doing it, their organization, and the profession.

Learning Objectives:

• Several types of patron bashing and its effect on those around you.
• Strategies to avoid contributing to patron bashing and how to respond when you witness it.
• The qualities expected of service-oriented information professionals.  

Presenter:

Dana Bomba  is a Branch Manager with the Chesterfield County Public Library, near Richmond, Virginia, and the 2022 Virginia Library Association’s Librarian of the Year. Her primary focuses are strategic initiatives, community outreach opportunities, and staff development. As an experienced manager, Dana is committed to team building and coaching her employees to excellence. As a frontline manager, she is driven to create connections with her community and takes pride in providing personalized service to every customer. Previously she served on the Executive Board of the Central Virginia Young Professionals and the Conference Committee for the Virginia Library Association.

 
 

Online via Zoom
UNITED STATES

Melissa Lattanzi

Who Should Attend:  Anyone interested in learning more about how patron bashing effects the profession and the professional
Competency:  Customer 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

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12/13/2023

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