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Fully Engaged Customer Service at Your Library (PLA On-Demand Webinar)—INDIVIDUAL USER
Cheryl Gould
Item Number: 1130-1101
Publisher: PLA
Price: $28.00
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If you plan on viewing this on-demand webinar with a group of 3 or more people, please purchase at the group rate.

Note: the purchase of this on-demand webinar will include instructions and a password to access the archived recording of the webinar. You'll have access to the on-demand webinar for one year from date of purchase.

This on-demand webinar is intended for the sole use of the purchaser, whether an individual or group. Redistribution or rebroadcast to another individual or group other than the purchaser is prohibited. Thank you for your cooperation.

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Upon purchase you will receive an Access Instructions PDF in the form of a digital download. The download link can be found on the final confirmation screen after you complete your purchase, and may also be accessed from your Account History. This PDF contains a link to the webinar recording and a password you'll need to view it. You must download this PDF and follow the instructions in order to access the webinar recording. If you have questions or problems accessing the purchased recording, send a message to, or call 800-545-2433 ext. 5PLA (5752).

Technical requirements:
To playback this on-demand webinar you should have the newest version of Adobe Flash Player installed and Javascript enabled in your web browser. A fast internet connection and computer is recommended.

Interactions with customers can be some of the most rewarding… and frustrating… experiences of working in a library. Get the right tools to make more of them rewarding. Refresh your customer service skills and reduce work stress with this on-demand webinar featuring instructor Cheryl Gould, library training consultant. Cheryl defines the three elements of customer service interactions and shows how they can successfully engage in each part—resulting in more successful and positive customer (and staff) experiences. This archived webinar was originally presented November 30, 2011.
About the Authors

Cheryl Gould is a library training consultant. She has worked with Infopeople as lead trainer for 15 years delivering workshops on a wide range of topics for library staff including technology, customer service, communication, exploring leadership and teambuilding. Through her consulting business, Fully Engaged Libraries, she consults on helping libraries through transitions as well as creating 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.

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