Term Archives

Category Customer Service

  • When Nice Isn't Enough

    1 Lessons in

    Good manners and a friendly demeanor can handle most library customer relations issues. But what if civil is not enough? Do you, your staff, and your co-workers know what to do if someone is emotionally or physically intimidating? If they are belligerent? Impaired by drugs or alcohol? Refusing to leave? Caught stealing or damaging property? Threatening library staff or other library customers? Planning and prevention will work 99% of the time, and when do you call the police?

    In this archived video, library consultant Pat Wagner of Siera Learning will share how to deal with the most challenging of customers.

  • Managing Challenging Patrons

    1 Lessons in ,

    Every library encounters challenging situations with patrons who seem eccentric, entitled or possibly even aggressive. In this one hour webinar, Dr. Steve Albrecht, one of the leading national experts on library safety and security, will guide you through managing these challenging patrons effectively, efficiently, and without creating major disruptions in your library environment.

    Author of the new ALA book, Library Security: Safer Facilities, Better Communication, Steve has trained thousands of library employees on the do’s and don’ts of handling difficult or challenging patrons who disrupt the library environment. This webinar offers practical, realistic tools to make your facility a better, safer place to work. Using a mix of real-life experiences as a law enforcement officer, knowledge of workplace behavior and security measures, and a good sense of humor, Steve will teach you how to activate your “high-risk” customer service skills. This session was originally recorded on June 2, 2016.

  • Library Confidential

    1 Lessons in , ,

    During this webinar archive, library legal consultant Marti Minor discusses Georgia’s laws regarding patron privacy and tips for practical implementation. Recorded April 12, 2016 as part of the Virtual Staff Development Day.

  • Trends in Customer Service & Customer Service Training

    1 Lessons in

    Join library expert Andrew Sanderbeck for a recorded segment on customer service and trends in customer service training. This webinar was part of the Virtual Staff Development Day and was recorded on April 12, 2016.

  • Library Book Sales and Book Stores - Including Online Sales

    1 Lessons in , ,

    Webinar archive. 1 hour. Library book sales can bring a community together or create a privileged elite, provide new life for used books or line the pockets of unscrupulous collectors, provide extra income for cash-strapped libraries or be a drain on paid staff as well as take up valuable space. What can you do to update your book sale strategies? How can you decide what is working and what needs to change? And what is the problem with big changes?

  • Creating Standards for Consistently Excellent Customer Service

    1 Lessons in

    Deciding to offer great library customer service is not enough. Create concrete goals based on the responses of the customers themselves: Do they say good things about you? Come back? If so, is it because of how they were treated, the expertise of your staff, the quality of your products and services, or something more? Standards help you identify and repeat successes, and ensure a consistently good experience, regardless of who is staffing the service desks or phones.

Feedback