Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
A Day for Public Service

Customer Service

This is a day for all public service staff.  We will start with "Providing Great Customer Service" followed by "Verbal De-escalation" and end with a roundtable discussion to help one another.

Providing Great Customer Service: How to be an Expert!
What is the difference between "good" customer service and "great" customer service?  What characteristics make for a Customer Service Superstar?
Learning Objectives:
  • Create a positive impression
  • Communicate effectively with patrons
  • Develop and maintain stellar customer service standards
  • Polish your phone skills
  • Guarantee repeat patrons
In the second half of this course, we will learn how to approach different types of challenging customer service situations, effectively assess patron needs and help resolve their issues. 
We will also discuss the special challenges sometimes associated with the homeless population and how to effectively communicate with homeless patrons.


Lyn Glover, B.A., Circulation and Adult Programming Coordinator, Ashtabula County District Library.  Lyn has worked in Customer Service capacities for KMart Corporation, Rite Aid Corporation, and Choice Hotels.  She has also held supervisory positions at DowElanco, Dow Agrosciences and Syngenta.  Lyn currently supervises a 7-person Circulation team and is Adult Programming Coordinator for Ashtabula County District Library.  In her free time, Lyn enjoys traveling and playing djembe, conga and bongo drums.

Verbal De-escalation

Today’s increased service demands and the scrutiny placed upon public professionals have resulted in a growing need to master verbal conflict management skills. Verbal De-escalation training provides public professionals with communication skills proven to help de-escalate volatile situations, safeguard an individual’s emotional and professional well-being, and significantly enhance the organization’s professional image.

Learning Objectives:
  • Improve Verbal De-escalation Skills to use with Customers 
    Increase knowledge of origin of communication styles
  • Increase knowledge of the Stages of Escalation
  • Learn specific ways to effectively respond to agitation/escalated adults and children

Erin Turner, LISW-S, is the Intensive Services Program Manager at Crossroads/Beacon Health in Lake County and Adjunct Faculty for Youngstown State School of Social Work Graduate Program. She has worked in community mental health settings for over 20 years as a volunteer, direct service provider, clinical supervisor and program manager. She has extensive experience working with children, adolescents, families and adults with a variety of mental health issues, including, trauma, mood disorders and crisis situations. Erin specializes in community based crisis intervention.   Erin has provided multiple trainings within the context of Social Work including, Risk Assessment, Trauma, Compassion Fatigue and Motivational Interviewing. 


Event Date:

Event Time:
9:30 AM - 3:30 PM Eastern

Cleveland Heights-University Heights Library
2345 Lee Rd
Cleveland Heights, OH 44118

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Contact Person:
Melissa Lattanzi
(phone: 3306550531)

Who should attend:  All public service staff
Competency: Customer Service

GEO Cost:      $160
Bronze Cost:  $120
Silver Cost:    $ 80
Gold Cost:     FREE

There is an additional $15 surcharge for facility use and amenities.

We encourage you to register a minimum of three (3) days in advance for this event in order to ensure that we can accommodate your full participation in terms of seating, hand-outs, food, etc.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.

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