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How to Deliver Great Library Customer Service Workshop—Group Rate
Laurie Brown
Item Number: 1541-8895
 
Publisher: ALA Publishing eLearning Solutions
Price: $120.00
 
 
 
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This is a group rate for 3 or more people viewing from a single computer. If you are viewing alone or with one other viewer, please purchase at the individual rate.

A 90-minute workshop, Wednesday, August 23, 2017, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific


This is an online event hosted through Webex. Further technical information is available at the ALA Store FAQ page.

How Workshop Registration Works
While completing your purchase, you’ll be asked to fill in the name and e-mail address of the individual who will sign in to the event. Once you complete your purchase, this individual will receive an e-mail from Webex confirming registration. This e-mail includes the login information for the event, including the weblink the participant will use to sign in to the event, so please keep it in a safe place.

Upon purchase you will receive a registration PDF in the form of a digital download. This PDF contains a link to our Registration page. In case you do not receive the automatic email from WebEx, you can use the link found on this PDF to access the workshop. 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.

If you prefer to register by phone, call 1-866-746-7252, Monday-Friday, 8:00am-6:00pm Eastern to register; or email your purchase order to alastore@ala.org.

For pricing on bulk registrations, please contact alastore@ala.org.

ALA Publishing eLearning Solutions Workshops offer a convenient, hands-on learning experience that will help you and your colleagues make the best decisions for your library. This workshop is licensed for use by staff or users of the purchasing institution or library organization.

At Your Service

Accommodations are offered based on user needs. For transcription, live captioning, or other accessibility requests, please contact us at elsmarketing@ala.org.


How to Deliver Great Library Customer Service Workshop
A 90-minute workshop, Wednesday, August 23, 2017, 2:30pm Eastern/1:30 Central/12:30 Mountain/11:30am Pacific

Drawing on 20 years’ experience as a trainer and coach, Laurie Brown will show you how to create a welcoming, friendly experience for patrons, students, and other library users. Satisfied customers mean good vibes, and happy library users are part of a strong library. In addition to learning how to fulfill the expectations of the people who use your library, you will also get pointers on listening and communications skills to help your conversations with angry, chatty, or overly demanding patrons as gracefully as possible.

Topics include:

  • The top 3 customer service qualities for your library and how to achieve them
  • Defusing conflict with challenging patrons
  • Ensuring that staff makes positive customer experience a priority
  • How to question library users effectively

About the Instructor

Known as an engaging and fun presenter, Laurie Brown has more than 20 years’ experience as a trainer, coach and speaker. In addition to customer service, she speaks on developing effective communication skills. She was a facilitator in the Public Library Association’s Turning the Page 2.0 advocacy training. Brown has worked with culturally diverse audiences at all organizational levels, and her clients have included Fortune 500 companies, government agencies and small family-owned businesses.


 
 

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