Customer Service: Balancing Rights and Responsibilities -- digital download

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  • Description
  • About the Authors

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.

Sandra Nelson

Sandra Nelson is a consultant, speaker, trainer, and writer specializing in public library planning and management issues. She has worked in both small and large public libraries and in two state library agencies. She has presented hundreds of training programs and facilitated strategic planning processes in dozens libraries during the past thirty years. She was named Librarian of the Year by the Arizona State Library Association in 1987, received the ASCLA Professional Achievement Award in 1996, and received the Outstanding Alumni Award from the University of North Texas School of Information Science in 1999. She chaired the committee that developed the original Planning for Results: A Public Library Transformation Process (1997). She is the author of Planning fpr Results: A Streamlined Approach (2001) and she is co-author of Creating Policies for Results: From Chaos to Clarity (2003), Wired for the Future: Developing Your Library Technology Plan (1999) and Managing For Results: Effective Resource Allocation for Public Libraries (2000), all published by ALA. She is currently the Senior Editor of the PLA Results series.

Public Library Association (PLA)

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.