ALA Essentials for Library Workers: Customer Service

You must follow the instructions contained in the PDF that accompanies your purchase to access the trainings. The PDF is available on the final confirmation screen after you complete your purchase and in your ALA Store account under "Files."

Patron interaction is part of every library job whether you work at the circulation desk or in the administrative office. The way you relate to your patrons reflects not only on you, but on your library and your community as a whole.

This training session shows you how to create a welcoming, friendly experience for your patrons. You will enhance your listening and communications skills to make difficult conversations with angry, chatty, or overly-demanding individuals as graceful as possible.

After participating in this training, you will learn

How to provide the best customer service to your patrons and the qualities that make up great customer service
The top eight tips for greeting your patrons
What not to say to patrons and how best to approach difficult conversations

Your purchase grants one user a one-year license to use this training. For pricing on licensing for multiple users, please contact us at elsmarketing@ala.org.

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.