Customer Service Training for Frontline Staff

Program Type:

Online Course
Please note you are looking at an event that has already happened.

Program Description

Event Details

*Please note that enrollment in learning events for FY 25-26 is contingent on available funding.

*Due to limited funding all library workers are limited to 2 course enrollments through CALL annually.

Half-day Online Course

Build stronger relationships with your community by improving your customer service skills.

In this half-day, online course, you'll delve into the art of providing exceptional customer service tailored to diverse patron needs. Learn effective communication techniques to engage with patrons courteously and empathetically, fostering positive interactions and building lasting relationships. Discover best practices for handling inquiries, resolving complaints, and addressing challenging situations with confidence, compassion, and professionalism.

Learning Outcomes

After you attend this course, you’ll be able to:

  • Initiate connections and conversations with patrons.
  • Understand the key role of customer service in libraries and how to improve your customer service excellence.
  • Respond to common issues with kindness, empathy, and confidence.
  • Grow your emotional intelligence skills to increase work relationships.
  • Use nonviolent communication to diffuse difficult patron interactions.
  • Conduct yourself professionally over phone and email.
  • Maintain your personal boundaries without sacrificing excellent customer service.
Expected time commitment

4 hours

Presenters:
  • Elisabeth Marrocolla, Deputy Director at Darien Library
  • Dr. Courtney Tsahalis, Director, Millbrook Library
  • Melissa Munn, (she, her) Customer Experience Director, Public Operations at Pierce County Library System
  • Dr. Michele Villagran, Associate Professor, School of Information at San José State University, On Ohlone Land
  • Dr. Courtney Cox, (she, her) communications professional

 

CALL Training Partner for this Event: Library Journal

Track: Customer Service

 

Additional Information

Enrollment Statement

I understand that a space will be reserved for me in this learning opportunity at a cost to CALL, and if I am unable to attend this learning opportunity, I will cancel my enrollment as soon as possible and before the start date. 

Single Enrollment Disclaimer

I understand that I can register for only one course at a time (no concurrent courses). If I do not attend this course, I understand that I may forfeit the opportunity to enroll in additional CALL courses during this fiscal year.