Browse Our Categories



Fully Engaged Customer Service at Your Library (PLA On-Demand Webinar)—GROUP RATE
Cheryl Gould
Item Number: 1130-1109
Publisher: PLA
Price: $119.00
Email Friend
  Order Options:  
  Add To Cart  
  Add To Wish List  

This is a group rate for 3 or more people gathered in one room at one location to view this on-demand webinar. If you are viewing alone or with one other viewer, please purchase at the individual 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.

Please note: Your purchase at the ALA Store is only Step 1 of a 2-Step Registration process!

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. We suggest that groups, especially larger groups, plan ahead to use an LCD/LED projector in the room to project the webinar recording. Groups will also want to have speakers capable of amplifying the webinar audio for the entire room.

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.

  Also of interest:  
Building Community: Online Tools for Spanish Speakers (PLA On-Demand Webinar)—GROUP RATE
Item Number:  1026-1109
This on-demand webinar helps you maximize the potential of your library to connect with and provide services for Spanish-speaking patrons.
Price: $119.00
Dive into a Good Book: Great Summer Reads to Recommend to Your Patrons (PLA On-Demand Webinar)—GROUP RATE
Item Number:  0719-1109
Nancy shares her recommendations for books guaranteed to make your patrons start turning pages.
Price: $119.00
The Librarian as Information Consultant: Transforming Reference for the Information Age
Item Number:  978-0-8389-1086-3
Murphy adapts existing business practices and programs to the context of the library, allowing frontline staff and administrators in any type of reference department to monitor and continuously improve their library’s services.
Price: $49.00