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It’s not always easy to provide “service with a smile.” Customers of all moods and personalities make their way into the library and require staff to have an extra dose of patience and fortitude. It helps to know what to look for, how to recognize your own response, and what steps to take if a situation grows tense. Learn how to manage the stress of a difficult moment and still deliver customer service you can be proud of.
Originally presented March 20, 2013, as part of the 2013 PLA Virtual Spring Symposium.
Running time: 57 minutes
About the Authors
Cheryl Gould is a library consultant with Fully Engaged Libraries. She has worked with Infopeople as lead trainer for 15 years delivering workshops on a wide range of topics for library staff. Through her consulting business, Fully Engaged Libraries, she helps staff bust up the mental models that keep them from moving forward, improves organizational culture through communication and teamwork, and creates engaging all staff days. Cheryl has worked with over 150 different instructors to create workshops on more than 200 different topics relevant to libraries.
The Public Library Association (PLA) is a division of the American Library Association. PLA’s core purpose is to strengthen public libraries and their contribution to the communities they serve. Its mission is to enhance the development and effectiveness of public library staff and public library services.