What is excellent customer service in a library? How do you create a positive experience for your patrons? Whether you are new to customer service or just brushing up those skills, this interactive session will help you develop exceptional customer service skills that create an effective, efficient, and inclusive experience for all patrons.

Session topics include:
– Excellent Customer Service: Describe the elements that create an excellent customer experience for library patrons
– Diverse Patrons: Identify different patron groups, including their unique needs, and develop strategies to provide them with excellent customer service
– Effective Communication: Practice active listening, as well as verbal and non-verbal communication skills
– Handling Difficult Situations: Discuss strategies for managing stressful interactions and resolving conflicts

This session uses short presentations, interactive activities, and group discussions to engage you in key customer service concepts and practices.  Participants will build knowledge and skills which can be immediately applied to make meaningful enhancements in the workplace.

Presenter: Elaine Ellis, Senior Learning Consultant