Are you ready to take your customer service skills to the next level? In our new online course, Customer Service Training for Frontline Staff, you’ll learn how to improve your customer service skills so you can build stronger relationships with your community. On September 25, you'll delve into the art of providing exceptional customer service tailored to diverse patron needs. Discover best practices for handling inquiries, resolving complaints, and addressing challenging situations with confidence, compassion, and professionalism.
Course Program
Half-Day Online Course | Wednesday, September 25, 2024
Session 1 | 12:00-12:45 pm ET
The Why and How of Customer Service/Responding to Common Issues
How do you initiate a connection or conversation with someone? Why is customer service pivotal for library workers, and how can you improve your service excellence? This introductory session will highlight small, tangible ways you can enhance your customer service skills and build relationships with library users.
Session 2 | 12:45-1:30 pm ET
Customer Service and Relationships: Building Emotional Intelligence
What is emotional intelligence and how can it help you improve your customer service? How do you work toward growing emotional intelligence when it's such an amorphous concept? This session will explore practical ways to grow your self-awareness, interpersonal skills, and emotional intelligence to create and build trust with colleagues and library users.
Session 3 | 1:45-2:30 pm ET
Leading with Kindness: Communication and Customer Service in Difficult Situations
What is the role of communication in customer service, and what kind of communication is best to facilitate connection? What is nonviolent communication, and how can it help diffuse difficult patron interactions? This session will discuss tangible ways to navigate customer service during conflict and tension.
Session 4 | 2:30-3:00 pm ET
Phone and Email Etiquette
How do you conduct yourself professionally on the phone and over email? The answer might seem obvious to some, but these are learned skills that shouldn't be taken for granted. This session will cover practical tips for maintaining excellent phone and email communication and customer service.
Session 5 | 3:15-4:00 pm ET
The Customer Isn't Always Right: Self-Care and Boundaries
How do you determine when the customer isn't right, and then what do you do to move forward? How do you maintain your personal boundaries and self-care all while in a customer service role? This session will give you practical tips for identifying if and when a library user is worth keeping and how to focus on employee needs alongside customer service. We will also discuss ways to articulate your boundaries and identify ways to care for yourself while at work.
De-escalation Training for Libraries
Thursday, May 30
Last chance to sign up for De-escalation Training for Libraries! Don’t miss out on this tactical online crash course, this Thursday, May 30.
Why take this course: In this course, you will learn trauma-informed, equity-centered practices for de-escalation in order to maintain a calm environment at your library. You will learn tools that focus on proactive preparation to ensure you are set up for success and can diffuse potential moments of conflict or tension. Live sessions will be available on-demand.
Who should take this course: Any librarian or educator who faces safety risks, high tension, or conflict in the workplace. This course will be particularly good for frontline workers and those who come into the most contact with disgruntled patrons or students.
* October Library Management Training 8-week course not eligible for 50% discount.
No promo code needed for purchase of Spring course. Once order has been completed a 50% off code will be emailed to you.
Must purchase first course on or before June 5, 2024.
*Free seat must be of equal or lesser value. Good for new registrations only. All seats must be booked together, including any free seats earned. Offer good thru June 5, 2024.
Library Journal (an MSI Information Services company), 7858 Industrial Parkway, Plain City, OH 43064, United States
