Texas Woman’s University Libraries will be hosting the following webinar.
Please share this with your staff or other libraries as you desire.
How to Deliver Great Library Customer Service (ALA Editions Workshop)
Thursday, June 20, 1:30-3:00 pm
TWU Libraries, Denton, Library Lecture Hall, Room 101.
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.
• The top 3 customer service qualities for your library and how to achieve them
• Defusing conflict with difficult 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 skills in leadership, presentation, and sales. 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.