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Customer Service: Balancing Rights and Responsibilities -- digital download
Sandra Nelson for the Public Library Association
Item Number: 978-0-8389-9731-4
Publisher: PLA
Price: $45.00
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Please note: digital downloads may only be purchased using a credit card. If purchased using a purchase order, the account will be billed but downloads will be inaccessible. ALA digital products are designed for one-time, single-user download.

175 pages
compressed (zipped) folder download
ISBN: 978-0-8389-9731-4
Year Published: 2009

The second in PLA’s ‘Train the Trainer’ series, this kit contains everything needed to hold a one-day customer service training workshop at your library. Content focuses on creating effective customer service policies and norms in your library by defining the rights and responsibilities of both customers and staff members. By using this kit, trainers will learn how to describe the difference between security issues and public service issues, be able to explain the rights and responsibilities of staff and customers in a customer service interaction, define and illustrate assertive communications techniques, provide examples of effective and ineffective customer service interactions, facilitate general discussions and manage group interactions.

Included in the kit are a Trainer’s Manual (PDF file), Trainer’s Agenda (MS Word doc), PowerPoint presentation slides, script, handouts, and evaluation forms.

About the Author

Sandra Nelson is a consultant, speaker, trainer, and writer specializing in public library planning and management issues. She has presented hundreds of training programs in 48 states during the past three decades. During her career, Nelson has worked in both large and small public libraries and in state library agencies. She is the author of Implementing for Results (2009), Strategic Planning for Results (2008), and The New Planning for Results: A Streamlined Approach (2001), and is coauthor of Creating Policies for Results: From Chaos to Clarity (2003), Managing for Results: Effective Resource Allocation for Public Libraries (2000), and Wired for the Future: Developing Your Library Technology Plan (1999), all published by the ALA. She is the senior editor of the PLA Results series. She also authored Libraries Prosper: A Guide to Using the PLA Advocacy Toolkit, published by the Public Library Association. Her awards include Arizona Librarian of the Year (1987), the Professional Achievement Award from the Association of Specialized and Cooperative Library Agencies (1996), Outstanding Alumna Award, University of North Texas, School of Information Science (1999), and the ALA’s Melvil Dewey Medal (2008).

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.

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