Course Path: Customer Service

Wondering which course to take when? This course path for customer service will help. Bookmark this page and visit frequently to see updates! When you’re done with all of the courses, you’ll earn a special badge.

 

Creating Standards for Consistently Excellent Customer Service

Archived Video

In this video, consultant Pat Wagner shares tips on how and why to create standards for consistently excellent customer service.

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Managing Challenging Patrons

Webinar Archive

In this webinar, Dr. Steve Albrecht, one of the leading national experts on library safety and security, will guide you through managing challenging patrons effectively, efficiently, and without creating major disruptions in your library environment.

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Library Confidential

Webinar Archive

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.

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When Nice Isn't Enough

Recorded Video

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? Consultant Pat Wagner shares practical tips for how to deal with the most difficult customers.

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